Service Desk/Help Desk Best Practices Assessment Questions
Determine the maturity level of your Service Desk/Help Desk
This 25 Question Assessment Excel provides a simple and quick method for gauging the maturity level of your Service Desk/Help Desk
Service Desk/Help Desk Assessment Excel Tool Organization
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."
Tool Layout
| 25 Question Service Desk Assessment | ||||||
| Instructions: This short Self-Assessment will give you quick insight into the maturity level of your Service Desk. Simply rate yourself on the questions in each section on a scale from 1 (low) to 5 (high). Your total score and the Maturity Index rating scale are found at the bottom of the questionnaire. | ||||||
| Service Desk Process and Best Practice Implementation | Score | S | ||||
| Are incidents recorded by the Service Desk in a formal and consistent manner? | 1 | |||||
| Is there a well developed schema for the categorization and identification of recorded incidents? | 1 | T | ||||
| Is incident lifecycle management including opening, monitoring progress, resolution, and client feedback performed in a formal and consistent manner? | 1 | S | ||||
| Are all Service Desk processes and procedures documented and adhered to by Service Desk Analysts? | 1 | I | ||||
| Are Service Desk policies based upon a best practices framework such as ITIL? | 1 | |||||
| Total: | 5 | |||||
| Organizational Integration | Score | |||||
| Is there a common understanding of the Service Desk's role and scope throughout the organization? | 1 | |||||
| Are the services supplied by Service Desk clearly documented and communicated to the organization? | 1 | |||||
| Are regular meetings with key stakeholders held to assess their needs and ascertain their peception of the value of the Service Desk and the services provided? | 1 | |||||
| Is the Service Desk regularly included in discussions regarding strategic IT initiatives and given sufficient notice of new support requirements? | 1 | |||||
| It the Service Desk seen as a focal point for communicating information and data from IT to the rest of the organization? | 1 | |||||
| Total: | 5 | |||||
| Technology Optimization | Score | |||||
| Are standard reports concerning incidents produced regularly? | 1 | |||||
| Is the tool for incident management able to generate robust and useful reporting on Service Desk metics and SLAs? | 1 | |||||
| Is a knowledge base solution in place to house known problems and solutions | 1 | |||||
| Are there self service tools in place for end-users to allow for password resets, entry of incidents, or searches for solutions to common problems? | 1 | |||||
| Have the majority of redundant or manual processes been automated? | 1 | |||||
| Total: | 5 | |||||
| Staff Development | Score | |||||
| Do you regularly provide feedback to each Agent regarding the quality of calls and processing of the incident management lifecycle? | 1 | |||||
| Is there a career path in place for Service Desk Agents allowing them to advance within the organization? | 1 | |||||
| Are Service Desk Analysts required to earn professional or technical certification? | 1 | |||||
| Is agent satisfaction measured in a regular and consistent manner? | 1 | |||||
| What is the level of Service Desk Analyst turnover? (High turnover =1, Low turnover =5) | 1 | |||||
| Total: | 5 | |||||
| Information Management | Score | |||||
| Does the Service Desk have formal Service Level Agreements (SLAs) in place? | 1 | |||||
| Is Service Desk performance against SLAs measured and reported on a regular basis? | 1 | |||||
| Does the Service Desk perform regular trend analysis regarding incident occurrence and resolution? | 1 | |||||
| Does Service Desk contribute in a meaningful to the processes of Problem or Change Management? | 1 | |||||
| Is client and stakeholder feedback gathered and used to fuel continuous service improvement efforts? | 1 | |||||
| Total: | 5 | |||||
| Overall Service Desk Maturity Score | 25 | |||||
This is
a proprietary tool Giva and is copyrighted. By using this Tool, you
agree that it is for your internal use only and will not be distributed
outside of your organization. ® Giva, All rights reserved. |
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