Service Desk
Maturity Measures
Documentation
1
No formal documentation; procedures are inconsistent.
2
Basic documentation of service desk operations and protocols.
3
Comprehensive documentation including detailed procedures, service levels, and user guidelines.
4
Documentation is regularly reviewed and updated with best practices and feedback.
5
Dynamic, real-time documentation integrating AI-driven support and predictive guidelines.
Tools and Automation
1
Manual handling of requests with minimal tool support.
2
Basic tools for ticketing and tracking service requests.
3
Integrated service desk tools with functionalities for ticket management, user self-service, and reporting.
4
Advanced tools with automated response capabilities and integration with other ITSM processes.
5
AI-driven service desk tools for predictive support, automated problem resolution, and personalized user interaction.
Process Integration
1
Service desk operations are isolated from other IT processes.
2
Basic integration of service desk with incident management.
3
Well-defined service desk processes integrated across IT service management and business support functions.
4
Service desk operations are fully aligned with business strategy and continuous improvement frameworks.
5
Seamless integration of service desk operations with enterprise-wide business processes and real-time data analytics.
Training and Awareness
1
Minimal training provided on handling service requests.
2
Basic training for service desk staff on tools and communication skills.
3
Regular training sessions on advanced support techniques, customer service skills, and IT awareness.
4
Comprehensive training programs focusing on ITIL frameworks, soft skills, and technological updates.
5
Continuous learning culture emphasizing proactive support strategies and emerging technology trends.
Performance Measurement
1
No formal metrics for evaluating service desk performance.
2
Basic metrics such as call handling times and first contact resolution rates.
3
Detailed KPIs tracking user satisfaction, resolution rates, and service impact.
4
Comprehensive performance management integrating both qualitative and quantitative feedback.
5
Real-time, predictive analytics for continuously refining service desk strategies and user satisfaction.
Stakeholder Communication
1
Poor or no communication about service desk operations and impacts.
2
Periodic updates to IT management on service desk performance.
3
Regular, structured communication protocols for informing all stakeholders about service desk initiatives and performance.
4
Proactive communication strategies that align service desk operations with business objectives and user needs.
5
Optimised communication using real-time updates and interactive platforms for immediate stakeholder feedback.
Continuous Improvement
1
No systematic process for improving service desk operations.
2
Reactive adjustments based on user feedback and major incidents.
3
Formal review and improvement processes based on detailed service analytics and user feedback.
4
Managed improvement cycles driven by data, technology advancements, and operational feedback.
5
Culture of proactive optimisation and continuous adaptation, leveraging innovative service solutions.