Teach Your Old Service Desk New Tricks
There are three reasons organizations struggle to sustain service desk quality and cost improvement: lack of vision, lack of commitment, and lack of process.
On average, end users who were satisfied with service desk effectiveness rated all other IT processes 42.1% higher than dissatisfied end users. On average, end users who were satisfied with service desk timeliness rated all other IT processes 38.0% higher than dissatisfied end users.
Your Challenge
IT service desk strategy is failing to keep up with changes in organizational priorities.
Business priorities have changed and left your IT service desk strategy behind.
It’s easier to climb Mount Everest than to stay there.
Without continual service improvement, sustained service desk quality will be temporary. CSI ensures that the service desk is continuously aligned with changing business needs.
Improving the service desk will increase satisfaction with every other IT service.
It doesn’t matter how important your end users think the service desk is; improving the service desk is the most important thing you can do to improve end user satisfaction.
Our Solution
Our program enables you to:
- Conduct a service desk audit to identify your strengths and weaknesses. You will use the results of the audit to identify and prioritize service desk initiatives that will help you improve the service desk.
- Design a service desk continual improvement plan to help sustain and cement change.
- Identify critical success factors and key performance indicators to monitor progress and measure the outcomes of the project.
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