IT Service Desk Best Practices Assessment Questions

25 Questions for Measuring Service Desk/Help Desk Maturity

This 25 Question Assessment Excel developed by Giva Partner, CDC Global Services, provides a simple and quick method for gauging the maturity level of your Service Desk/Help Desk.

This Service Desk/Help Desk Assessment Excel tool has 5 sections:

  • Processes & Best Practices-How well defined and documented are the Service Desk/Help Desk processes?
  • Organizational Integration-Is the Service Desk/Help Desk a valuable contributor to organization success?
  • Technology Optimization-How mature are technology solutions?
  • Staff Development-What is the professional level and commitment of the Service Desk/Help Desk staff?
  • Information Management-How well does the Service Desk/Help Desk utilize metrics for customer satisfaction, call reduction, root cause and self-improvement?

To determine the maturity level of your Service Desk/Help Desk, compare your score with the information found on the Maturity Index tab. The Maturity Index is scaled from a high of "Actualized" which operates in a fully proactive mode with clearly documented processes and full integration with the rest of the organization, to a low of "Nonexistent."

Service Desk Assessment Level of Impact

Click "Download White Paper" to obtain a copy of this Service Desk/Help Desk Assessment Excel and instructions for using it.

Client Success

MetroHealth System Logo
  • 50% reduction in time to deploy Giva's change, incident, problem, asset management and knowledgebase modules
  • 60% reduction in the 5 year Total Cost of Ownership (TCO)
  • Saved at least 1 FTE due to lower ongoing administration
  • Saved 1 week per month due to easy to use reports
Athens Regional Health System Logo
  • Increased to 90% achievement in meeting service level agreements
  • 70% reduction in generating reports and admin; eliminated 35 hours/month
  • 50% faster to create/assign a service request
  • 60% increase in information captured during the initial phone call
  • 50% increase in the number of service requests created due to intuitive design
Santé Health Systems Logo
  • 80% increase in productivity by using Giva's dashboards and reports
  • 60% increase in meeting service level agreements
  • 45% increase in the number of the calls logged due to Giva's intuitiveness and ease of use
  • 50% increase in productivity by using Giva's integrated custom forms