| 0 Non-existent | There is no support to resolve user
questions and problems. There is a complete lack of a
service desk function. The organisation has not recognised
there is an issue to be addressed.
|
| 1 (Initial/Ad Hoc) | The organisation has recognised that a
process supported by tools and personnel is required in
order to respond to user queries and manage problem
resolution. There is, however, no standardised process
and only reactive support is provided. Management does
not monitor user queries, problems or trends. There is no
escalation process to ensure that problems are resolved.
|
| 2 (Repeatable but Intuitive) | There is organisational
awareness of the need for a service desk function.
Assistance is available on an informal basis through a
network of knowledgeable individuals. These
individuals have some common tools available to assist
in problem resolution. There is no formal training and
communication on standard procedures, and
responsibility is left to the individual. However, there is
consistent communication on the overall issues and the
need to address them.
|
| 3 (Defined Process) | There is organisational
awareness of the need for a service desk function.
Assistance is available on an informal basis through a
network of knowledgeable individuals. These
individuals have some common tools available to assist
in problem resolution. There is no formal training and
communication on standard procedures, and
responsibility is left to the individual. However, there is
consistent communication on the overall issues and the
need to address them.
|
| 4 (Managed and Measurable) | There is a full
understanding of the benefits of a service desk at all levels
of the organisation and the function has been established
in appropriate organisational units. The tools and
techniques are automated with a centralised knowledge
base of problems and solutions. The service desk staff
closely interacts with the problem management staff.
The responsibilities are clear and effectiveness is
monitored. Procedures for communicating, escalating,
and resolving problems are established and
communicated. service desk personnel are trained and
processes are improved through the use of task-specific
software. Root causes of problems are identified and
trends are reported, resulting in timely correction of
problems. Processes are under improvement and enforce
best internal practice.
|
| 5 Optimized | The service desk function is established, well
organised and takes on a customer service orientation,
by being knowledgeable, customer focussed and helpful.
Extensive, comprehensive FAQs are an integral part of
the knowledge base. Tools are in place to enable a user
to self-diagnose and resolve problems. IT is used to
create, manage and improve access to automated
knowledge bases that support problem resolution. Advice
is consistent and problems are resolved quickly within a
structured escalation process. Management utilises a
pro-active notification process and trend analysis to
prevent and monitor problems. Processes have been
refined to the level of best external practices, based on
the results of continuous improvement and maturity
modelling with other organisations.
|
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