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Test Test – Test [test@test.com]

First Name Test
Last Name Test
Company Name Test
Company Email test@test.com

Overall

Poor – 20%

Performance

Poor – 20%

How high is your First Time Fix rate (of tickets resolved from incoming calls)? 1
To what extent does your Knowledge Base contribute to Service Desk Resolution? 1
How familiar are you with the top Service Desk ticket categories? 1
How well do you understand ticket resolution times? 1
How mature are your Incident Management processes? 1
Total for Performance 5/25

Capacity

Poor – 20%

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

Innovation

Poor – 20%

To what extent is the Service Desk impacted by resource availability? 1
How long does it take to induct a Service Desk Analyst on to live service? 1
To what extent do capacity issues contribute to Service Desk performance? 1
How effectively is Service Desk staff performance managed? 1
How well does the Service Desk environment aid productivity? 1
Total for Capacity 5/25

Alignment

Poor – 20%

How well does the Service Desk understand the needs of different user-groups? 1
How technology-enabled is your Service Desk? 1
How much of the Service Desk agenda is to optimise user productivity? 1
What proportion of your end-user support service is automated? 1
How well does the Service Desk ensure information security? 1
Total for Capacity 5/25

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