Welcome to your Help Desk Maturity Assessment This Help Desk maturity assessment will focus on 10 core areas. For each core area, you will be asked 10 yes/no questions. If you believe the answer is somewhere between yes and no, just mark the answer as no. Once completed, you will see your overall assessment results. Please provide your name and email address so we can email you a more detailed report with improvement recommendations. To begin the assessment. Click Next. Name Email Address Is your Help Desk a Single Point of Contact where all issues and requests initiate with your Help Desk? Yes No Does your Help Desk have one main contact phone number and email address? Yes No Do your have a ticketing application used by the agent and all ticket escalation staff? Yes No Does the Help Desk Level 1 provide technical support verses ticket taking (logging the call and assigning the ticket to another group)? Yes No Does the Help Desk maintain the ownership of the ticket from start to finish? Yes No Do you Help Desk agents log into the phone system with a unique user account? Yes No Does the Help Desk staff have clearly defined roles and responsibilities? Yes No Does the Help Desk have a tiered structure, such as level 1 and level 2 agents, and clearly defined position descriptions for each of these tiered levels? Yes No Does the Help Desk have a new hire onboarding training program in place? Yes No Is the reporting ratio of Help Desk agents to supervisors ten to one or less? Yes No Does your help desk have a clearly defined call handling process? Yes No Do you train all help desk staff on the call handling processes and they know what is expected from them? Yes No Do you communicate the call handling process and procedures to the customer to establish expectations? Yes No Does your help desk use an automatic call distributor (ACD) telecom call routing system? Yes No Do you receive regular agent call metric reports such as call handle time and agent occupancy? Yes No Does the Help Desk utilize skills-based routing, which routes calls to agents with specific skills matching the issue? Yes No Do you utilize front end announcement messages during call generating events such as a service outage? Yes No Do you provide tips or resources to help your customers while they are on hold? Yes No Do you warm transfer calls to higher support levels when needed? Yes No Are the agents required to use an established greeting and closing scripts when handling telephone calls? Yes No Do you have a formally approved Incident Management process? Yes No Do you have a dedicated Incident Management process owner role defined and staffed? Yes No When making changes to the Incident Management process and procedures, do you use a formal change process? Yes No Does your staff create a ticket for every incident they handle? Yes No Do you have a priority matrix and use to assess and assign a priority level to all incidents? Yes No Do you assign meaningful incident ticket categories to incident tickets? Yes No When an incident is believed to be resolved, do you confirm this with the customer? Yes No When an incident has been resolved, does your agents document the steps taken to resolve this issue? Yes No Do you have a process for your agents to follow to close an incident if the customer is not responding? Yes No Is your staff not allowed to reopen incidents but allowed to create a new one if needed? Yes No Do you have a formally approved Service Request Management process? Yes No Do you have a dedicated Service Request Management process owner role defined and staffed? Yes No Does the Help Desk have a customer visible Service Catalog or self service portal listing all products and services? Yes No Can the customer order products and services from the service catalog or self service portal? Yes No Is your service catalog or self service portal integrated with your ticketing application? Yes No Do you have automated workflow rules in your service requested fulfilment process? Yes No Is there a formal change management process to add, remove or change products or services? Yes No Do you have Service Level Agreements (SLA) in place with your customers governing request fulfillment goals? Yes No Do you have Operational Level Agreements (OLA) with support groups and vendors to meet the request fulfillment within target goals? Yes No Do you meet with your customers regularly to discuss service request fulfillment performance? Yes No Do you have a formally approved workforce management process? Yes No Do you create your staffing schedule using output from a workforce management application? Yes No Is your staffing schedule based on data from your ACD or telecom system? Yes No Does your staffing model utilize statistics such as number of calls/day, hours of coverage, number of calls/hour, outgoing calls, email, web and average length of call? Yes No Does the Help Desk use a call volume model that calculate delays or predict waiting times for callers? Yes No Is the Help Desk analyst utilization rate greater than 50%? Utilization equals (calls per month times minutes per contact) divided by (working days per month times work minutes per day) Yes No Does your staffing model take into consideration paid time off, training, holidays and special projects? Yes No Do you receive reports that compare your day and hour staffing level to call volume patterns? Yes No Do you use temporary or parttime staff to meet increased loads during peak periods? Yes No Do you adjust staffing to assist with major rollouts (use temporary staff, increase staff during rollout, task force for specific rollout questions)? Yes No Do you have a Help Desk reporting process? Yes No Are your reports used to make business or process improvement decisions? Yes No Are most of your reports automatically generated with little or no human intervention? Yes No Are most of your reports automatically delivered to the receiving audience, application or repository? Yes No Do you have Help Desk reports that utilize call handling metrics from an ACD or telecom system? Yes No Do you have a report repository where authorized people can view and download the reports? Yes No Can a system or person generate an ad hoc report when needed? Yes No Is real-time Help Desk performance data feeding into a dashboard that can be used by the business or department leaders to see the current and past performance? Yes No Do you have performance and activity data displayed on monitors in the Help Desk area? Yes No Can your reporting system generate notifications or alerts when thresholds are met? Yes No Do you have a training and staff development process? Yes No Do you have a dedicated training and staff development process owner role defined and staffed? Yes No Have you performed a skills assessment of each employee to determine their strengths and improvement opportunities? Yes No Do you have a training and staff development plan created for all your employees based upon the skills assessment? Yes No Do you allow at least 5% of staff time to be devoted to receiving training and staff development? Yes No Do you have a diverse training and staff development plan that includes multiple delivery methods such as classroom instruction, web training, and training manuals? Yes No Do you have a formal new-hire training and staff development program? Yes No Is a training and staff development component incorporated into your company's change management process to ensure that employees know how to support new applications or services? Yes No Do you provide training and staff development for soft skills such as typing, writing, speaking, customer service, call handling, call documentation and customer communication? Yes No Does your training and staff development process include the opportunity to attain professional certifications? Yes No Do you have a formally approved identity and access management process? Yes No Is it mandatory that your company's employee receive training on security, identity and access management policies? Yes No Does the Help Desk have a process to validate the caller's identity before resetting a password? Yes No Do your customers have the ability to reset their password using a self service tool? Yes No Do you have an automated onboarding process to setup permissions for new employees? Yes No Do your Help Desk agents have a separate administrative account to use when elevated permissions are required? Yes No Does your company have defined role-based access control permitting users access only to what they absolutely need to perform their job functions? Yes No Does you company have a process to obtain approval from service owners and employee managers for access requests? Yes No Do you have a way of auditing password resets and account provisioning? Yes No Does your company use multifactor authentication? Yes No Do you have a formally approved knowledge management process? Yes No Do you have a dedicated knowledge management process owner role defined and staffed? Yes No Can anyone submit a knowledge article? Yes No Do you have a knowledge article review and approval process before it becomes visible to the end user? Yes No Can your Help Desk agents edit knowledge articles when updates are needed? Yes No Do you have publicly facing knowledgebase articles providing end user with "how tos" and solutions? Yes No Have you established metrics and useful ratings to determine which knowledge base articles are being used and are helpful? Yes No Do you have your problem management system integrated with your knowledge base to publish known errors? Yes No Do you have service summary articles in your knowledgebase describing important attributes of each service you Help Desk supports? Yes No Do you have knowledge articles present to agents just-in-time during live support based on ticket categories selected? Yes No Does your help desk have an established customer satisfaction measurement process? Yes No Do you have a process to ensure that you are not oversampling your customers? Yes No Is the sending a request for a customer satisfaction survey linked to resolving or closing a support ticket? Yes No Are your surveys brief and succinct with no more than 5 questions to minimize customer disruption? Yes No Do you receive at least a 30% overall response rate to your surveys? Yes No Are you able to sort, group or filter survey results by categories such as customer's department, support issue, or location? Yes No Do you publish the overall results of your customer satisfaction measurements to the customers? Yes No Is it mandatory that someone follows up on all negative customer memo feedback and poor satisfaction scores in a timely manner? Yes No Do you use customer feedback to establish your strategic and tactical plans for improvement? Yes No Do you utilize your customer satisfaction results in the employee performance review process? Yes No Time is Up!