SDI and Pink Elephant conducted research: ‘Revitalise your Service Desk’. This resulted in a comprehensive report that identifies the key areas where service desks are focusing their improvement efforts, and how they are spending their available budget. We also look at whether service desks are making steps towards understanding their service provisions in financial terms with a view to justifying future investment and expenditure.
This report was created from the responses sent to 10,000 ITSM professionals. Their open and candid responses have enabled us to produce the insights contained within this report.
One of the main noticeable conclusions is four fifths of service desks do not measure the cost per call, and even a larger number don’t measure the cost per second line call.
The Service Desk is the window of IT services. When things go wrong on the Service Desk, the organisation’s perception of the It department can suffer. Whatever your issues and goals, Pink Elephant will help you to establish a motivated, efficient and experienced team focused on delivering exceptional service. We are focused on revitalising your Service Desk, assess current situation, evaluate priorities & resources, establish an improvement plan then implement those changes. Keep continual service improvement as an ethos on your Service Desk and you are bound to change for the better.