This webinar was a Q&A rather than a presentation. These slides to show the levels a service desk's complaint procedure can be at in the maturity model, a diagram of the stages of a complaint handling process and some information from the sponsor, Pangea.

1. Complaints & Compliments Handling
Ollie O’Donoghue, Industry Analyst, SDI
&
Lisa Burt, Service Desk Team Leader, Northumbrian Water
Please post questions using the panel on the right of your webinar
window and we’ll come to those at the end.
With thanks to our sponsor

2. LANDESK SOFTWARE CONFIDENTIAL
 Pink Elephant Certified in ALL 15
ITIL disciplines
 Process automation
 Self service and Service catalog
capabilities
 Request Management
 Incident Management
 Problem Management
 CMDB and Config. Management
 Knowledge Management
 Event Management
 HR Process Management
 Enterprise Integration
 Reporting and Management
Information
 Password Reset Integration
 Social ITSM capabilities
 Mobile ITSM
 Pre-built templates
 On premise, Cloud, Hybrid
 Part of Total User Management
Solution
LANDESK Service Desk
0800 5420040 sue.lal@pangeasystems.com

3. www.servicedeskinstitute.com
‘Complaints are managed consistently and end-user confidence is restored.’
- Service Desk Certification Standard
There is a complaint handling process in place
Service desk staff are trained to
recognise complaints
All complaints received are recorded and
are readily available
There is a follow-up procedure to ensure that
end-user complaints have been addressed.

4. www.servicedeskinstitute.com

5. Thank you!
Find more great content at:
toolbox.servicedeskinstitute.com
With thanks to our sponsor