DS8  Assist and Advise Customers
Control over the IT process of ...
assisting and advising customers
    with the business goal
    of ensuring that any problem experienced by the user is appropriately resolved
     
      is enabled by
      • a help desk facility which provides first-line support and advice

        and takes consideration

        • Critical Success Factors that leverage
        • specific IT Resources and is measured by
        • Key Performance Indicators

Record of Assessment
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  Control Objective :

Assist and advise customers. 

CRITICAL SUCCESS FACTORS
Selected
Status
Description
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Up-to-date and easily accessible Frequently Asked Questions (FAQs) and their answers are available
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Knowledgeable and customer-oriented support staff resolve problems in close co-operation with the problem management staff
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All user inquiries are consistently and thoroughly registered by the help desk
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User inquiries that cannot be resolved in a timely manner are appropriately escalated
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The clearance of user inquiries is monitored
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User questions are resolved in a timely manner
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Those user inquiries that cannot be resolved in a timely manner are investigated and acted upon
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Management monitors trends to identify root causes in a proactive manner and follows up with analysis and the development of sustainable solutions
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Corporate policies and programs are defined for training users in technology use and security practices
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There is management awareness of the cost of support services and user downtime and of the need to take action on root-cause issues
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Support costs are charged back to the business using simple tools and clear policies
KEY GOAL INDICATORS
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Reduced average time to resolve problems
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Reduced repetitive inquiries on solved problems
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Increased user satisfaction with the effectiveness and efficiency of the help desk
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Increased user confidence in the services of the help desk
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Improved efficiency measured by reduced help desk resources in relation to systems supported
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Percent of problems resolved at first contact
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Elapsed time per call
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KEY PERFORMANCE INDICATORS
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Number of repeat inquiries
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Number of escalations
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Number of inquiries
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Time to resolve inquiries
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Reduced trends in user inquiries requiring problem resolution
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Cost per call
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  Conclusions :
* Non-existent 
There is no support to resolve user questions and problems. There is a complete lack of a help desk function. The organisation has not recognised there is an issue to be addressed.
* Optimised 
The help 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.
* Managed and Measurable 
There is a full understanding of the benefits of a help 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 help 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. Help 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.
* Defined Process 
The need for a help desk function is recognised and accepted. Procedures have been standardised and documented and informal training is occurring. It is, however, left to the individual to get training and to follow the standards. Frequently Asked Questions (FAQs) and user guidelines are developed, but individuals must find them and may not follow them. Queries and problems are tracked on a manual basis and individually monitored, but a formal reporting system does not exist. Problem escalation is just emerging. The timely response to queries and problems is not measured and problems may go unresolved.
* Repeatable but Intuitive 
There is organisational awareness of the need for a help 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. 
* Initial / Adhoc 
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.
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