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Service desks typically evolve through three stages as they become more strategic.

The first stage — reactivity — is characterized by high abandonment rates, low customer satisfaction and rampant employee turnover because of agent burnout. In the second stage — transition — typically the service desk practices various call prevention techniques, providing users with self-help tools such as automated password resets and effective user training, and working with development groups to ensure better design and testing of new applications. In the third and final stage — strategic — the service desk realizes its full potential as part of the IT value chain.

To gauge how well your service desk is operating and where it stands in the three stages of development, answer these questions:

If you answered yes to eight or more questions, congratulations! You have a strategically mature service desk. Less than 20% of all desks fall into this category. To stay in this category, it’s important to benchmark at least annually. Learn about MetricNet’s benchmarking solutions.

If you answered yes to at least five but fewer than eight questions, you likely have a transitional service desk. Most fall into this category, which helps explain the recent increase in service desk budgets. We can help you improve performance at a revolutionary pace! Learn about our One Year Path to World Class Performance!

If you answered yes to fewer than five questions, you are probably operating under the reactive model. Some service desks operate in this mode because of sheer resource constraints. We can help you improve performance at a revolutionary pace! Learn about our One Year Path to World Class Performance!

Finally, download our whitepaper The Zen of Support to learn three character traits that any organization can adopt and cultivate to become more strategic, and three sources of value that any organization can leverage to their advantage.

Angela Irizarry

Angela Irizarry is the President and Chief Operating Officer at MetricNet, where she is responsible for managing day-to-day operations, strategic planning, and new client acquisition. She also oversees the company's sales and marketing efforts and manages its intellectual property and online resources. Angela has been with the company for 10 years and has over 20 years of experience in business development and strategy. She has been featured in Fortune magazine and has received recognition for her work in competitive and trends analysis from executives at a variety of Fortune 100 companies. Angela is a dynamic and accomplished professional who consistently delivers exceptional results for MetricNet and its clients. She has a wealth of industry experience and a track record of success in driving business results, particularly in the financial services, insurance, and healthcare sectors. Angela is highly skilled in communication, problem-solving, and project management, and is committed to delivering the highest level of service to MetricNet's clients.

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