Home 
 1. Overview - What is a Service Desk 
 How a Service Desk works 
 Who uses a Service Desk 
 Types of Service Desk 
 Why have a Service Desk? 
 2. Guide - How to Implement a Service Desk 
 Define what needs to be done 
 Prepare the Service Desk Implementation 
 Implement the Service Desk 
 Service Desk Resources 
 Service Desk Post Implementation Review 
 3. Operations Guide to the Service Desk 
 Who carries out Service Desk operations 
 How to operate the Service Desk 
 Service Desk Resources 
 4. Toolkit 
 Service Desk Checklists and handbooks 
 Service Desk Forms 
 5. Roles and responsibilities  
 Single Point of Contact 
 How to provide a Single Point of Contact 
 Who will be the single point of contact 
 6. Review of Service Desk 
 Recap of Service Desk 
 Checklist 
Service Desk Post Implementation Review
Service Desk Workload monitoring User satisfaction analysis and surveys Measurements
It is the users' perception that, in the end,  defines whether the service desk is meeting their needs, rather than availability statistics or transaction rates.
Service Desk Workload monitoring
Establish the confidence in the use of the Service Desk by agreeing for the workload to be monitored and reviewed monthly.
The minimum that should be monitored is:
  • the number of incidents and requests made through the Service Desk each week
  • the types of requests that take the most time to record
  • which users appear to need the most support.
User satisfaction analysis and surveys
Satisfaction surveys are an excellent method of monitoring user perception and expectation and can be used as a powerful marketing tool.
However several key points should be addressed to ensure success:
  • Decide on the scope of the survey.
  • Decide on the target audience.
  • Clearly define the questions.
  • Make the survey easy to complete.
  • Conduct the survey regularly.
  • Make sure that the users understand the benefits.
  • Publish the results.
  • Follow through on survey results.
  • Translate survey results into actions.
Measurements
  • Do not set targets that cannot be measured.
  • Ensure that users are aware of what you are doing, and why.
  • Establish a baseline before discussing formal service-level agreements (SLAs) with users.
  • Maintain measurements of what is necessary and viable for instance if your staff think that they need feedback on response times - then measure it!

Decide how to measure the results
  • decide and set targets for a manageable number of  objectives for the effectiveness of the Service Desk
  • this task requires careful consideration,  because after implementation the review will be compared with reality
  • it is critical to understand the levels of service you are currently providing with the current resources available before making changes.

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