Service Desk Operation
Operate an IT service desk to interact with service users and respond to users' needs.
Improvement Planning
Practices-Outcomes-Metrics (POM)
Representative POMs are described for Service Desk Operation at each level of maturity.
- 2Basic
- Practice
- Define several service desk points of contact in key areas.
- Outcome
- Users have a number of channels by which to contact the IT service desk.
- Metric
- # of service desk points of contact/feedback channels.
- 3Intermediate
- Practice
- Put in place a defined, multi-channel path to a single service desk point of contact (e.g. mail, phone, web interface, etc.).
- Outcome
- Customers' interaction with the IT service desk is clearly defined.
- Metrics
- # of service desk points of contact/feedback channels.
- % of requests that come from a defined path.
- 4Advanced
- Practice
- Put in place a tool-supported/automated customer self-help interface (e.g. automated password reset).
- Outcome
- Service desk automation aids self-service.
- Metric
- Cost per contact versus the SLA.# of self-help services that are available.
- 5Optimized
- Practices
- Have a single point of contact for all queries, with appropriate access channels.
- Ensure that all channels are continually optimized based on feedback from across the business ecosystem.
- Outcome
- Customer requests to the helpdesk are minimized.
- Metrics
- % of self-help services that are available.
- Customer satisfaction ratings with the service desk.