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Measure & Benchmark Service Desk Experience

Measure & Benchmark Service Desk Experience

expert
Ronald
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For maturity level
Collecting feedback is beyond my scope and expertise!
Why is this important?

Understanding user needs is essential to improve Service Desk performance

Measuring the perception and experience with the Service Desk is essential for understanding how IT end users view the support they receive, particularly regarding incident handling and ease of resolution. Our Service Desk survey approach provides valuable insights, enabling you to compare your performance with other organizations and identify improvement areas. By using factual data, you can enhance service quality and push your Service Desk to the next level.

Your challenges

Balancing quality service with limited resources and budget constraints.
Managing high ticket volumes while ensuring timely issue resolution.
Keeping up with evolving technology and user expectations.
Maintaining staff morale amid high-pressure environments and demanding workloads.

Our deliverables

Comprehensive user feedback analysis for actionable insights.
Benchmarking against industry standards for continuous improvement.
Detailed reporting on service desk performance and user satisfaction.
Personalized recommendations for targeted service enhancements.
Let's talk about it
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How does it work?

We guide you step by step

Define Approach
Taking into account the specifics of your current digital workplace environment, along with your strategic objectives, information needs, and development roadmap, we provide tailored advice on the most effective approach. This includes defining the scope of the survey project to ensure it aligns with your goals, identifying the management information necessary for different stakeholders.
1
Onboarding and Kick-Off
We'll discuss our methodology with your team, clarifying each stage for transparency. Alignment will be sought on content, target employees, data security, and specific timelines. Often, our process begins with a baseline survey, succeeded by regular trend surveys to monitor developments, ensuring all aspects are comprehensively covered within a framework of strict confidentiality and timely execution.
2
Execution & Project Management
A dedicated project lead will guide and assist you at every step, supported by a project support team and a customer success manager. Any changes, extra requirements, or analyses needed will be promptly addressed.
3
Data analyses & reports
We will supply a range of reports tailored to your requirements. Key insights are accessible via the QlikSense BI technology tool, to which you'll have access. Additionally, we offer regular trend reports and customized reports that leverage your organization's data to analyze how your changes affect end-user experience.
4
Advice and Consultancy
We offer consultancy, presentations, and participation in leadership team meetings, providing recorded videos with findings interpretations or live advice. We consider benchmark data and share best practices from various industries in change management and communication.
5


Why Built-In Survey Features of ITSM Tools Fall Short: Key Takeaways for Organizations

Organizations often use built-in survey features within IT Service Management (ITSM) tools like ServiceNow, Ivanti, or Jira to gauge user experience. However, this method can miss out on critical insights and improvements. Here are five key takeaways on why a sophisticated feedback program is essential over relying solely on built-in survey features:

  1. Low Response Rates and Survey Fatigue
    • Generic, repetitive surveys lead to survey fatigue, causing low response rates.
    • Sophisticated feedback programs use strategic sampling and meaningful surveys to maintain user engagement and gather insightful feedback.
  2. Lack of Detailed and Actionable Insights
    • Generic surveys fail to capture nuanced user experiences and specific pain points.
    • Advanced feedback systems provide detailed questionnaires to identify areas for improvement, essential for making informed decisions.
  3. Inadequate Feedback Analysis and Communication
    • Built-in surveys often lack thorough analysis and effective communication back to users.
    • Sophisticated feedback programs ensure robust data analysis and transparent communication, validating user input and demonstrating its value.
  4. Neglect of Customer Effort and Productivity Impact
    • Standard ITSM surveys often overlook metrics like Customer Effort Score (CES) and productivity impact.
    • Comprehensive feedback programs measure these aspects to streamline processes and enhance user satisfaction.
  5. Absence of Qualitative Feedback and Positive Reinforcement
    • Automated surveys miss qualitative insights and detailed user stories.
    • Sophisticated feedback mechanisms include open-ended questions to capture detailed feedback, fostering a motivated and efficient service desk team.

In conclusion, while built-in survey features in ITSM tools provide basic feedback, they lack the depth and detail needed for significant improvement. Investing in sophisticated feedback programs that integrate with ITSM tools can enhance user experience, drive continuous improvement, and boost productivity.

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