Service Desk Review and Business Case
Most Service Desk operations are under pressure to perform, but do not know how they rate against current good practice, or whether their return on investment or service levels are adequate.
Common questions that arise include:
- Do we have enough / too many staff?
- Are we providing a higher / lower level to the business than needed?
- Is our staff turnover too high?
- How can we use Knowledge Management to improve our effectiveness?
- How can we reduce our cost per contact?
- Is our current tool and technology adequate?
- Is our organisational structure right?
- Are our capabilities adequate?
- How effective are our processes?
ProActive's Service Desk review provides the answers to these questions and more, using a proven methodology, proven tools and expert consultants to facilitate and drive the service.
This is just one example of services ProActive offer. Similar services can be carried out for Service Operation in its entireity, or for Service Transition / Service Design.
Case Study:
ProActive have a long history of working with a large Australian Financial organisation. Initially, ProActive were engaged to assist in setting up a Service Centre as part of an amalgamation. In this initial project, the organisation was successful in insourcing the Service Desk operation and increased the number of users supported from 3000 to 12000. In successive projects, they significantly improved their operational performance and reduced their costs.
Recently, ProActive were engaged to perform a review of this organisation’s Service Centre, including the analysis of processes, ITSM tools and organisation, and then develop a business case.
The analysis focused on existing maturity & efficiency of the Technical Service Centre processes, tools and staff (capabilities) and provided recommendations of how remodelling of the Service Centre could reduce the cost per call and improve the customer experience - by as much as 41%.
The second phase of this project is now to assist the organisation in implementing ProActive’s recommendations to remodel the Service Centre and move to a self service, knowledge based environment. The assignment involves implementing a number of new ITIL based processes, the introduction of a 'Self Help' portal, the reclassification of call types within the Service Desk tool, and the implementation of a new organisational design, all of which will be managed by ProActive.
Related Services:
Education Programme
AssessSM
