Service Desk/Help Desk Best Practises Assessment Questions

Determine the maturity level of your Service Desk/Help Desk

This 25 Question Assessment Excel provides a simple and quick method for gauging the maturity level of your Service Desk/Help Desk

This Service Desk/Help Desk Assessment Excel tool has 5 sections:

Processes & Best Practises-How well defined and documented are the Service Desk/Help Desk processes?
Organisational Integration-Is the Service Desk/Help Desk a valuable contributor to organisation success?
Technology Optimisation-How mature are technology solutions?
Staff Development-What is the professional level and commitment of the Service Desk/Help Desk staff?
Information Management-How well does the Service Desk/Help Desk utilise metrics for customer satisfaction, call reduction, root cause and self-improvement?

To determine the maturity level of your Service Desk/Help Desk, compare your score with the information found on the Maturity Index tab. The Maturity Index is scaled from a high of "Actualised" which operates in a fully proactive mode with clearly documented processes and full integration with the rest of the organisation, to a low of "Nonexistent."

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25 Question Service Desk Assessment
25 Question Service Desk Assessment
Instructions: This short Self-Assessment will give you quick insight into the maturity level of your Service Desk. Simply rate yourself on the questions in each section on a scale from 1 (low) to 5 (high). Your total score and the Maturity Index rating scale are found at the bottom of the questionnaire.
Service Desk Process and Best Practise Implementation	Score	S
Are incidents recorded by the Service Desk in a formal and consistent manner?	1	Organisational Integration
Is there a well developed schema for the categorisation and identification of recorded incidents?	1	Technology Optimisation
Is incident lifecycle management including opening, monitoring progress, resolution, and client feedback performed in a formal and consistent manner?	1	Staff Development
Are all Service Desk processes and procedures documented and adhered to by Service Desk Analysts?	1	Information Management
Are Service Desk policies based upon a best practises framework such as ITIL?	1
Total:	5
Organisational Integration	Score
Is there a common understanding of the Service Desk's role and scope throughout the organisation?	1
Are the services supplied by Service Desk clearly documented and communicated to the organisation?	1
Are regular meetings with key stakeholders held to assess their needs and ascertain their peception of the value of the Service Desk and the services provided?	1
Is the Service Desk regularly included in discussions regarding strategic IT initiatives and given sufficient notice of new support requirements?	1
It the Service Desk seen as a focal point for communicating information and data from IT to the rest of the organisation?	1
Total:	5
Technology Optimisation	Score
Are standard reports concerning incidents produced regularly?	1
Is the tool for incident management able to generate robust and useful reporting on Service Desk metics and SLAs?	1
Is a knowledge base solution in place to house known problems and solutions	1
Are there self service tools in place for end-users to allow for password resets, entry of incidents, or searches for solutions to common problems?	1
Have the majority of redundant or manual processes been automated?	1
Total:	5
Staff Development	Score
Do you regularly provide feedback to each Agent regarding the quality of calls and processing of the incident management lifecycle?	1
Is there a career path in place for Service Desk Agents allowing them to advance within the organisation?	1
Are Service Desk Analysts required to earn professional or technical certification?	1
Is agent satisfaction measured in a regular and consistent manner?	1
What is the level of Service Desk Analyst turnover? (High turnover =1, Low turnover =5)	1
Total:	5
Information Management	Score
Does the Service Desk have formal Service Level Agreements (SLAs) in place?	1
Is Service Desk performance against SLAs measured and reported on a regular basis?	1
Does the Service Desk perform regular trend analysis regarding incident occurrence and resolution?	1
Does Service Desk contribute in a meaningful to the processes of Problem or Change Management?	1
Is client and stakeholder feedback gathered and used to fuel continuous service improvement efforts?	1
Total:	5

Overall Service Desk Maturity Score	25


This is a proprietary tool Giva, Inc. and is copyrighted. By using this Tool, you agree that it is for your internal use only and will not be distributed outside of your organisation. ® Giva, Inc. All rights reserved.

Service Desk/Help Desk Best Practises Assessment Questions

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