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Joanne Douglas – Plan-Net [joanne.douglas@plan-net.co.uk]

First Name Joanne
Last Name Douglas
Company Name Plan-Net
Company Email joanne.douglas@plan-net.co.uk

Overall

Tolerable – 55%

Performance

Tolerable – 50%

How high is your First Time Fix rate (of tickets resolved from incoming calls)? 2
To what extent does your Knowledge Base contribute to Service Desk Resolution? 3
How familiar are you with the top Service Desk ticket categories? 2
How well do you understand ticket resolution times? 4
How mature are your Incident Management processes? 2
Total for Performance 13/25

Capacity

Tolerable – 50%

How easy is it for users to contact the Service Desk? 2
How well is Service Desk customer satisfaction measured? 3
How aligned is your Service Desk with the needs of the business? 2
How does your Service Desk rate for customer service? 2
How comprehensive are the Service Desk SLAs? 3
Total for Capacity 12/25

Innovation

Tolerable – 55%

To what extent is the Service Desk impacted by resource availability? 3
How long does it take to induct a Service Desk Analyst on to live service? 2
To what extent do capacity issues contribute to Service Desk performance? 3
How effectively is Service Desk staff performance managed? 4
How well does the Service Desk environment aid productivity? 2
Total for Capacity 14/25

Alignment

Tolerable – 55%

How well does the Service Desk understand the needs of different user-groups? 2
How technology-enabled is your Service Desk? 2
How much of the Service Desk agenda is to optimise user productivity? 3
What proportion of your end-user support service is automated? 4
How well does the Service Desk ensure information security? 3
Total for Capacity 14/25

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