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The UK Higher Education Service Desk
Benchmarking Report 2014
The UK Higher Education Service Desk Benchmarking
Report 2014 asked service desk professionals for their
views from the frontline. Here are the results.
Do you have formal,
written SLAs with
your customers?
W
e do not
62
We do
38
What is your biggest
BYOD challenge?
Service Desk Managers:
What is your biggest
challenge?
Outdatedservicedesktool
Lackofresourcestohelp
meetbusinessexpectations
Increasingbusinessdemand
forservices
Abilitytoeasilyproduce
metricsandreports
Managingcustomerexpectations
Security
Support expectations
Determine what we’re
going to support and what
we’re not going to support
Data/information
security
Customers managing
their devices
appropriately
Do you publish a
Service Catalogue?
40%
Planning
to in
next
12 m
onths
12%
Yes
48% No
76% 61% 59%
What are your top 3 priorities
for the 2013-2014 academic year?
Improving
whatwehave
Increasingour
valuetothebusiness
Increasing
firsttimefixrates
Which of the following
frameworks/standards
have you adopted?
0%
10%
20%
30%
40%
50%
60%
70%
We do not adhere to any
external quality standard
ITIL®
SDI Service Desk
Certification/standards
ISO/IEC20000
ISO9000
Copyright © 2014 Cherwell Software, Ltd. All Rights Reserved. Cherwell Service Management®
and the Cherwell logo are trademarks or registered trademarks of Cherwell Software, LLC.,
in the U.S. and may be registered or pending registration in other countries.
During the past 12 months,
our Service Desk spent most of its time...
Firefighting
Implementing ITIL®
Speaking with
customers and
building relationships
Implementing
new processes
Justifying existence

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UK Higher Education Service Desk Benchmarking Report 2014

  • 1. The UK Higher Education Service Desk Benchmarking Report 2014 The UK Higher Education Service Desk Benchmarking Report 2014 asked service desk professionals for their views from the frontline. Here are the results. Do you have formal, written SLAs with your customers? W e do not 62 We do 38 What is your biggest BYOD challenge? Service Desk Managers: What is your biggest challenge? Outdatedservicedesktool Lackofresourcestohelp meetbusinessexpectations Increasingbusinessdemand forservices Abilitytoeasilyproduce metricsandreports Managingcustomerexpectations Security Support expectations Determine what we’re going to support and what we’re not going to support Data/information security Customers managing their devices appropriately Do you publish a Service Catalogue? 40% Planning to in next 12 m onths 12% Yes 48% No 76% 61% 59% What are your top 3 priorities for the 2013-2014 academic year? Improving whatwehave Increasingour valuetothebusiness Increasing firsttimefixrates Which of the following frameworks/standards have you adopted? 0% 10% 20% 30% 40% 50% 60% 70% We do not adhere to any external quality standard ITIL® SDI Service Desk Certification/standards ISO/IEC20000 ISO9000 Copyright © 2014 Cherwell Software, Ltd. All Rights Reserved. Cherwell Service Management® and the Cherwell logo are trademarks or registered trademarks of Cherwell Software, LLC., in the U.S. and may be registered or pending registration in other countries. During the past 12 months, our Service Desk spent most of its time... Firefighting Implementing ITIL® Speaking with customers and building relationships Implementing new processes Justifying existence