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1Info-Tech Research GroupOptimizing the Service DeskCurrent Sate – Future State Design
Info-Tech Research Group 2Non-standardized Service Desks see face Many ChallengesNon-standardized Service DesksIncidents/R...
Info-Tech Research Group 3Standardized Process see increased Satisfaction & Lower CostsStandardized Service Desk ProcessIn...
Info-Tech Research Group 4Determine which KPIs will be correlated for additional insight# of tickets bytechnician xtime to...
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Current state future state service desks

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Current state future state service desks

  1. 1. 1Info-Tech Research GroupOptimizing the Service DeskCurrent Sate – Future State Design
  2. 2. Info-Tech Research Group 2Non-standardized Service Desks see face Many ChallengesNon-standardized Service DesksIncidents/RequestsITOperationsITInfrastructureResolutionsService Desk• Work abounds• Break fix• Low utilization of theknowledge base• Break fix• Work abounds• Untracked requests• Limited additions toknowledge base• First response• Break fix• Desk side visit• Escalatedrequests withoutfull information• Unusableclassifications
  3. 3. Info-Tech Research Group 3Standardized Process see increased Satisfaction & Lower CostsStandardized Service Desk ProcessIncidents/RequestsService Desk ToolStandardized DocumentationLv3Lv2Lv1ResolutionsService Desk ManagementTier 1 RequestsTier 2 RequestsTier 3 RequestsReportingKnowledge BaseKnowledge Capture• Handle all inbound requests• Focus on first call resolution• Capture needed information• Utilize knowledge base• Defined Tier 1 Roles &Responsibilities• Root cause analysis/ solutionsolving• Desk side visits• Time consuming/ technicallychallenging requests.ConsistentCustomerSatisfaction75-80% of Requests15% of Requests5% of Requests
  4. 4. Info-Tech Research Group 4Determine which KPIs will be correlated for additional insight# of tickets bytechnician xtime to resolve# of tickets @1st callresolution# of tickets w/1escalation# of tickets w/2escalation# of ticketsescalated tovendorX $22.00X $62.00X $85.00(or $196 for fieldtechs)X $471.00# of tickets @1st callresolutionIncident BacklogSurvey Results*ServiceRequests % ofSLAs met# ofKnowledgebasearticles eachweek# ofKnowledgebasearticles flaggedfor writing# of problemticketsProductivity Cost/Value Service ProactivenessPriority 1 & 2Tickets x # ofpeople affectedx time down

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