Control over the IT process of Manage Service Desk and Incidents that satisfies the business requirement for IT of
- enabling effective use of IT systems by ensuring resolution and analysis of end-user queries, questions and incidents
- a professional service desk function with quick response, clear escalation procedures, and resolution and trend analysis
- Installing and operating a service desk
- Monitoring and reporting trends
- Defining clear escalation criteria and procedures
- Amount of user satisfaction with first-line support
- Percent of incidents resolved within agreed-upon/acceptable period of time
- Call abandonment rate
1 Non-existent
2 Initial/Ad Hoc
3 Repeatable but Intuitive
4 Defined
5 Managed and Measurable
6 Optimized
Benchmarks/Guidelines for Scoring
1 Non-existent when
There is no support to resolve user questions and issues. There is a complete lack of an incident management process. The organization does not recognize that there is an issue to be addressed.
2 Initial/Ad Hoc when
Management recognizes that a process supported by tools and personnel is required to respond to user queries and manage incident resolution. There is, however, no standardized process, and only reactive support is provided. Management does not monitor user queries, incidents or trends. There is no escalation process to ensure that problems are resolved.
3 Repeatable but Intuitive when
There is organizational awareness of the need for a service desk function and an incident management process. Assistance is available on an informal basis through a network of knowledgeable individuals. These individuals have some common tools available to assist in incident resolution. There is no formal training and communication on standard procedures, and responsibility is left to the individual.
4 Defined when
The need for a service desk function and incident management process is recognised and accepted. Procedures have been standardized and documented, and informal training is occurring. It is, however, left to the individual to get training and follow the standards. Frequently asked questions (FAQs) and user guidelines are developed, but individuals must find them and may not follow them. Queries and incidents are tracked on a manual basis and individually monitored, but a formal reporting system does not exist. The timely response to queries and incidents is not measured and incidents may go unresolved. Users have received clear communications on where and how to report on problems and incidents.
5 Managed and Measurable when
There is a full understanding of the benefits of an incident management process at all levels of the organization, and the service desk function is established in appropriate organizational units. The tools and techniques are automated with a centralized knowledge base. The service desk staff members closely interact with the problem management staff members. The responsibilities are clear, and effectiveness is monitored. Procedures for communicating, escalating and resolving incidents are established and communicated. Service desk personnel are trained, and processes are improved through the use of task-specific software. Management develops metrics for the performance of the service desk.
6 Optimized when
The incident management process and service desk function are established and well organised and take on a customer service orientation by being knowledgeable, customer-focused and helpful. Metrics are systematically measured and reported. Extensive, comprehensive FAQs are an integral part of the knowledge base. Tools are in place to enable a user to self-diagnose and resolve incidents. Advice is consistent, and incidents are resolved quickly within a structured escalation process. Management utilizes an integrated tool for performance statistics of the incident management process and the service desk function. Processes have been refined to the level of best industry practices, based on the results of analyzing performance indicators, continuous improvement and benchmarking with other organizations.