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Your Desk's ‘Poor’ overall Service Desk Maturity score may indicate that there are serious failings in your ability to identify, report, fix and measure the IT issues facing your staff and customers today. The ramifications may be quite serious - ranging from poor staff productivity to a growing sense of user dissatisfaction and risk to reputation for your organisation.
If you're not already experiencing a decline in sales and customer retention or stresses upon your cost base, then these may well be on the horizon.
Your Desk's 'Tolerable' overall Service Desk Maturity score may indicate inefficiencies in your ability to identify, report, fix and measure the IT issues facing your staff and customers today. Whilst you're clearly ticking some of the right boxes, you should be on the lookout for issues affecting your business in the near future. We suggest closely monitoring staff productivity and customer satisfaction levels. Failing to address the weaknesses in your Service Desk function could lead to a decline in sales and customer retention, or stresses upon your cost base and profitability.
Your Desk's 'Outstanding' Service Desk Maturity score confirms you're doing many of the things required of a well-appointed and efficient operation.
You are likely to be able to receive and process issues to resolution swiftly and with consistency, with the knock-on effect of positively fuelling the productivity of your organisation and aiding it in maintaining solid levels of customer satisfaction. No service is ever perfect, however. There may still be further efficiencies you can identify which could maximise the performance, capacity, innovation and alignment of your Service Desk function.
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