2. Info-Tech Research Group 2
Non-standardized Service Desks see face Many Challenges
Non-standardized Service Desks
Incidents/Requests
IT
Operations
IT
Infrastructure
Resolutions
Service Desk
• Work abounds
• Break fix
• Low utilization of the
knowledge base
• Break fix
• Work abounds
• Untracked requests
• Limited additions to
knowledge base
• First response
• Break fix
• Desk side visit
• Escalated
requests without
full information
• Unusable
classifications
3. Info-Tech Research Group 3
Standardized Process see increased Satisfaction & Lower Costs
Standardized Service Desk Process
Incidents/Requests
Service Desk Tool
Standardized Documentation
Lv3Lv2Lv1
Resolutions
Service Desk Management
Tier 1 Requests
Tier 2 Requests
Tier 3 Requests
Reporting
Knowledge Base
Knowledge Capture
• Handle all inbound requests
• Focus on first call resolution
• Capture needed information
• Utilize knowledge base
• Defined Tier 1 Roles &
Responsibilities
• Root cause analysis/ solution
solving
• Desk side visits
• Time consuming/ technically
challenging requests.
ConsistentCustomerSatisfaction
75-80% of Requests
15% of Requests
5% of Requests
4. Info-Tech Research Group 4
Determine which KPIs will be correlated for additional insight
# of tickets by
technician x
time to resolve
# of tickets @
1st call
resolution
# of tickets w/1
escalation
# of tickets w/2
escalation
# of tickets
escalated to
vendor
X $22.00
X $62.00
X $85.00
(or $196 for field
techs)
X $471.00
# of tickets @
1st call
resolution
Incident Backlog
Survey Results*
Service
Requests % of
SLAs met
# of
Knowledgebase
articles each
week
# of
Knowledgebase
articles flagged
for writing
# of problem
tickets
Productivity Cost/Value Service Proactiveness
Priority 1 & 2
Tickets x # of
people affected
x time down
Notas del editor
It’s a pleasure to speak with you today My goal is to build off the great discussions we had this morning and at our first round table, and to really drive at how do we Manage a Cloud now, and into the future. From the organizations I work with the more we can make cloud a program that can be managed, the more control you will have, the more you will be brought to the table, and the more you will enable your organizations while accounting for the IT considerations. I’m going to walk you through the steps you can take to build this program.