Answer the questions from the checklist rating each of the factors from a scale of 1 to 5 based on how confident you feel each one is being dealt with.

Your responses will then be evaluated by one of our managed services consultants, who will get in touch to arrange a suitable time to discuss them and help you develop a plan of action to address any of the issues or gaps you have highlighted.

The free assessment will be no longer than 1 hour and will be carried out as a virtual meeting with you and or your team.

Our managed services consultant will also share with you several strategies, which have been key to our own successful IT managed services operation including the benefits they have helped our clients achieve.

We hope you find our IT support services assessment useful and enjoyable and look forward to evaluating the results from your completed checklist soon.

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* 1. Service Support
People are key to providing high quality, customer-focused IT support services. Firstly, it's important they can evidence relevant technical capabilities to meet the needs of your business. Secondly, the support they provide should be flexible about the technical options available to you – no one size fits all. Thirdly, and most importantly, they must demonstrate that the customer experience matters at each-and every-step of the service journey.

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* 2. Service Catalogue
In order to provide clarity about the services you provide, it's important there is a detailed description of each one within your portfolio, which includes relevant business and technical information relating to how the service would be performed. Without clarity, service desks can become flooded with requests that cannot be served or require more information. Details of what each service includes and how it is delivered should be presented to end-users in an easy-to-access interface and supported by clear documentation.

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* 3. Service Delivery
IT service delivery should encompass the whole lifecycle of a service from its design, through to operation and retirement and be supported by clearly defined metrics and service level agreements (SLA’s) at each stage. The process should operate in accordance with established regulations, compliance and governance requirements and follow the latest ITIL service management frameworks, to maximise the business value you deliver and co-create.

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* 4. Service Operation
In order to breakdown SILO’s, increase collaboration and facilitate effective communication, operational teams should adopt the latest ITIL frameworks and processes, which are in line with new ways of working such as Lean, Agile and DevOps. In addition in order to achieve a much higher first-time resolution, its important to place your most qualified, technical support staff at the front line as the first point of contact for all IT services you provide.

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* 5. Service Quality
In order to improve the quality and performance of your IT support services, its important to manage and review it regularly and involve end-users of the service in the process. Reviews should include both perceived and actual reported levels of service and encompass measures such as end-user satisfaction with resources, service delivery, overall management and value for money. Crucially it's important to reach a consensus with end-users on the quality and performance of the service and how it can be improved.

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* 6. Service Monitoring
In order to pinpoint service problems and stop them from escalating fast, its important to deploy the right tooling, which is easy to use and integrates across your entire IT ecosystem to provide a single transparent view. It should utilise proactive monitoring capability, powered by AI and machine learnings, to predict issues and alert you so you can prevent them from occurring. Ultimately, effective monitoring tooling will help your IT support service team focus on improving the performance of your IT systems and keep your business safe, secure and compliant. 

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* 7. Service Flexibility
In order to respond to changes or bring about changes that appropriately support value creation, its important that the service you provide is flexible and agile to adjust to situations. Rigidly sticking to contracts or service agreements can often result in unexpected costs as well as frustration and high levels of dissatisfaction. All businesses and their end-users will have different needs and flexibility skills mean you are able to address the dynamics of every service encounter and deliver high quality, customer-focused IT support services on a continuous and sustainable basis.

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* 8. Insert contact details below

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