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TESTING TESTING – Chillibyte [dan@chillibyte.co.uk]

First Name TESTING
Last Name TESTING
Company Name Chillibyte
Company Email dan@chillibyte.co.uk

Overall

Tolerable – 65%

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? 4
How well do you understand ticket resolution times? 1
How mature are your Incident Management processes? 3
Total for Performance 13/25

Capacity

Tolerable – 60%

How easy is it for users to contact the Service Desk? 4
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? 4
Total for Capacity 15/25

Innovation

Tolerable – 60%

To what extent is the Service Desk impacted by resource availability? 5
How long does it take to induct a Service Desk Analyst on to live service? 4
To what extent do capacity issues contribute to Service Desk performance? 3
How effectively is Service Desk staff performance managed? 2
How well does the Service Desk environment aid productivity? 1
Total for Capacity 15/25

Alignment

Outstanding – 80%

How well does the Service Desk understand the needs of different user-groups? 5
How technology-enabled is your Service Desk? 5
How much of the Service Desk agenda is to optimise user productivity? 4
What proportion of your end-user support service is automated? 3
How well does the Service Desk ensure information security? 3
Total for Capacity 20/25

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