Service Desk Continuous Improvement Guide
As many of you know, MetricNet has now been in business for nearly 20 years and, during that time, we’ve created more than 50 products and services for our customers in the Service Desk industry. Our overarching goal is to provide our clients with the tools and insights they need to move the service desk forward. As a result, we have developed a continuous improvement guide that will help to dramatically advance your service desk on its journey of continuous improvement. The guide is organized as a typical progression that will enable you to methodically achieve World-Class performance!
In the guide, you’ll notice a series of goals. These are goals that typical service desks aspire to in their journey of continuous improvement. They include:
- Staffing and Budget Validation
- Establishing Performance Targets as well as Tracking and Trending Performance Overtime
- Measuring ROI and Benchmarking your Service Desk
Once you have achieved each goal, simply mark it as complete and watch your progress bar advance as you get closer to the ultimate objective of World-Class performance!
I do want to emphasize that the improvement guide illustrates a typical progression. For example, after validating headcount, many organizations move on to validate the budget to determine if it’s too high, too low, or right about where it needs to be. So, you do not have to go through the goals in the continuous improvement guide in lock-step fashion. You can move around the guide based on your needs at any given point in time.