25 Questions to Determine Your Service/Help Desk Maturity Level

Service Desk/Help Desk  Assessment

A help desk must be the proper catalyst for a client's business goals by providing the assistance, analytics, or software necessary for growth. Whether new or well-established, an underrated obstacle in achieving successful business results is the maturity level of your help desk. Thankfully, Giva has crafted a 25 question assessment spreadsheet designed to help gauge the functionality of your help desk.

It is important for a service desk to be a productive business partner. The assessment is divided into five categories: processes and best practices, organizational integration, technology optimization, staff development, and information management. Analysis questions cover everything from incident reports and stakeholders needs to use of IT and employee advancement.

Here is how it works. You rate your organization on a scale of 1 (low) to 5 (high) for each question, equaling a total of 125 points maximum. You are then provided a Maturity Index scale, ranging from "actualized" to "non-existent," with descriptive sections corresponding to your possible scores. These helpful evaluations provide guidance on improving the functionality and value of your service desk.

Giva strives to be a leading example in productivity and customer satisfaction. Our 25 Question Service Desk Assessment is fashioned by professionals with all of the best techniques in mind.  It is quick, painless and a highly valuable tool towards the optimization of your help desk.

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