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Service Desk Operation

D1

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.