Has an education and/or training program been conducted for customers and users in the use of the Service Desk and its benefits?
Level 2 - Process Capability
Have the functions of the Service Desk been agreed upon?
Do Service Desk operators have a procedure or strategy for obtaining the required information from customers while call handling?
Does the Service Desk provide the customer/user with information on service availability, an incident number or reference for use in follow-up communications, and progress updates on any request being managed by the service team?
Does the Service Desk make an initial assessment of all requests received, attempting to resolve appropriate requests or referring them to someone who can, based on agreed service levels?
Does the Service Desk support self-help tools to assist users in finding important service information on their own?
Does the Service Desk communicate planned and short-term changes of service levels to customers?