Service Desk Maturity Assessment
SLICSoft’s unique service offering offers:
v Assessment report with practical advice to improve the service desk
v Custom ServiceNow application with analytical view of key Service Desk metrics
v Continual service improvement framework
What’s included?
v CMMI assessment of Service Desk
v Review Service Desk Processes
v Review Service Desk Tools
v Review Service Desk Resources
v Governance & Controls Review
v Knowledge Management Review
Why Service Desk Maturity Assessment?
v Practical assessment & feedback enables prioritization of resoucres.
v Demonstrate value of Service Desk to Business.
v Improve team morale and trust.
v Drive continual service improvement & customer delight.
v Improved Customer Engagement.
v Prepare for SDI assessment.
Our Approach
Powered by Service Desk Institute’s best practices and CMMI process assessment, SLICSoft’s unique and matured methodology provide a detailed assessment including action plan to drive improvement in Service Desk’s performance.
Driving principle of this solution offering - 'Get More - from your ServiceNow Investment'.
Discovery
- Review Business Objectives & Goals
- Review Process Documentation
- Review Tools used by Service Desk
- Discuss the challenges, issues & priorities
Assessment
- Customize SLICSoft process questionnaire
- Review Service Desk tools including ITSM & Call Management
- Review Incident, Request trends and analysis
- Review standard dashboards & reports
- Conduct interview of stakeholders using CMMI questionnaire
- Draft Service Improvement Plan to address areas of improvement
implement
- Deploy SLICSoft Custom ServiceNow Tool
- Build & Deploy dashboards custom to the Organization
- Document final assessment report with action plan to address gaps
- Review action plan & assessment report with Stakeholders
review
- Prepare handover guide
- Monitor performance & usage of SLICSoft Custom Tool
- Transition & Handover the Assessment report to BAU
benefits
- Automate repeat activities resulting in reduction of operational costs
- Enrich self-service and remove wait time, there by improve Business Productivity
- Faster service improves Customer Satisfaction
- Spread demand across channels and increase Agility
