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."

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