» Do the Service Desk core processes follow ITIL best practice?
» How well do other support processes integrate with the Service Desk processes?
» Are the Service Desk processes documented, accessible authoritative, generally
accepted and followed?
» How mature and optimised is the automation and workflow supporting the
» How mature is the management of process quality & consistency and
» Are you able to provide evidence that Service Desk processes are followed?
People & Organisation Perspective
» How well suited is the organisational structure and people readiness of the
delivering organisation to ensure that the Service Desks meets its stated goals?
» Is there an agreed RASCI chart for the Service Desk (and other related) roles?
» Does the Service Desk survey end users to measure satisfaction?
» Does the Service Desk have agreed service levels with its users?
» How would you rate the end user experience, accessibility and convenience when
using the Service Desk?
» How mature is the functionality provided by the technology used by the Service
» Can the technology used by the Service Desk be adapted to provide the reporting
and metrics needed to manage the Service Desk Performance?
» Does the technology used by the Service Desk actually perform as it was
» Does the technology used by the Service Desk follow generally accepted industry
» How would you score the technology used by the Service Desk in terms of being
reliable, manageable & scalable?
Information Security Perspective
» How mature are the IT security measures in place to ensure the trustworthy
delivery of the Service Desk?
» How mature is the security model for authentication for users interacting with the
» How quickly are security incidents directed at the Service Desk reported and
» Is the Service Desk being delivered in a way that is trustworthy, auditable and
» Is there sufficient controls and monitoring in place to enable the identification of
Service Desk related security issues and incidents?
» Are lessons learned from security incidents involving the Service Desk documented
and acted upon?
Business Value & Strategy Perspective
» Is the a clear and documented strategy and vision for the Service Desk?
» Is it clear to the business what the role of the Service Desk is and what service
levels can be expected?
» Does the business understand the value that the Service Desk can bring and does
the business actively seek to exploit this potential?
» Does the Service Desk report it’s performance using metrics and language aligned
to the business to aid understanding?
» How transparent are the benefits, costs and risks associated with the Service
» Is there a standardised and mature approach in defining, measuring and managing
the TCO for the Service Desk?