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Jon Stevenson – Watson Farley & Williams [jstevenson@wfw.com]

First Name Jon
Last Name Stevenson
Company Name Watson Farley & Williams
Company Email jstevenson@wfw.com

Overall

Tolerable – 60%

Performance

Tolerable – 60%

How high is your First Time Fix rate (of tickets resolved from incoming calls)? 3
To what extent does your Knowledge Base contribute to Service Desk Resolution? 3
How familiar are you with the top Service Desk ticket categories? 3
How well do you understand ticket resolution times? 2
How mature are your Incident Management processes? 4
Total for Performance 15/25

Capacity

Tolerable – 55%

How easy is it for users to contact the Service Desk? 5
How well is Service Desk customer satisfaction measured? 1
How aligned is your Service Desk with the needs of the business? 4
How does your Service Desk rate for customer service? 3
How comprehensive are the Service Desk SLAs? 1
Total for Capacity 14/25

Innovation

Tolerable – 70%

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? 3
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? 4
Total for Capacity 17/25

Alignment

Tolerable – 60%

How well does the Service Desk understand the needs of different user-groups? 3
How technology-enabled is your Service Desk? 4
How much of the Service Desk agenda is to optimise user productivity? 3
What proportion of your end-user support service is automated? 2
How well does the Service Desk ensure information security? 3
Total for Capacity 15/25

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