Step 1: Establish a measurement framework
Set up a system to evaluate the closed tickets with end users.
How: Follow up a percentage of closed tickets with a short survey. Make sure to distinguish between different processes, like incidents, requests, changes and questions.
Step 2: Assess current experience levels
Assess baseline satisfaction scores to assess the current state of service desk support. These figures will give you an idea of the current state and serve as a benchmark for measuring progress.
How: When the measurements are done continuously (ideal situation) use the data of 1 or 2 full months to establish the baseline. Also here distinguish between the different processes when establishing the baseline.
Step 3: Identify bottlenecks
Pinpoint the most significant bottlenecks. Both by quantitative (numbers) and qualitative (comments) analysis.
How: Next to the segmentation into different processes, break the baseline results down along characteristics like configuration category and resolver group. A pattern will emerge where end user experience is especially bad.
Step 4: Root cause analysis
Determine what the causes the bottlenecks and establish whether issues are related to technology, processes, or user behaviour.
How: To get started look at the open-text feedback in combination with the end-user’s specific context. If necessary, engage with end users and dive into the process and technology to get a full understanding.
Step 5: Possible solutions
List possible solutions to bottlenecks and agree if they are viable or not. Next to technical solutions and changes in process, also consider using e-learning and communication to learn and manage expectations.
How: Brainstorm with the service desk team and technical experts to incorporate all knowledge about technology, processes and platforms.
Step 6: Evaluate solution effort
Estimate roughly the effort each solution will require in terms of time and investment.
How: a good way is to categorize solutions in categories. Use (for example), the following categories:
Quick Wins: Simple, low-cost, and easy to implement.
Moderate Investments: Require some coordination and/or resources.
Considerable Investments: Require quite some coordination and/or resources.
Strategic Initiatives: Complex, resource-intensive, and requiring long-term planning.
The quick wins are usually no-brainers and a good way to start. In later stages you can move to more effort intensive solutions. Do keep track of dependencies for more complex solutions from the start. You will see ‘clusters’ of bottlenecks that strategic initiatives should solve when the ‘low hanging’ fruit has been plucked.
Step 7: Prioritize and plan
Select which solutions to implement based on effort, organizational resources and priorities.
How: not very complicated: You have an idea of the efforts. Select the solutions with the most impact you can have for the time and money resources you have.
Step 8: Set targets
Define realistic targets for satisfaction improvements after implementing solutions and changes.
How: Look at the measurement framework and define where you should see an impact once the solutions have been implemented. This step is important as it is the ‘Check’ in the plan-do-check act (or Deming Cycle). You estimate the impact of a change on customer experience.
📌 Example: Suppose end users are not satisfied about the effort it took to get an incident resolved for a specific resolver group. After implementing a solution (for example a process change), you should see a significant increase in the ‘effort’ score for these incidents.
Step 9: Execute improvements
Allocate resources and execute the planned changes. Ensure clear communication and coordination across teams.
Step 10: Evaluate and Refine
After implementation, re-measure satisfaction. Analyse the results to evaluate the effectiveness of changes. Assess if earlier defined bottlenecks are effectively lifted or not. If not, evaluate why not.
Cycle
Get in the habit of repeating this process. A systematic and cycle approach instils a culture of continuous improvement. This approach is supported if with a good measurement framework and process.
Service Desk Excellence
‘Service Desk Excellence’ is a method and service that measures the service desk experience. It allows organisations to get both a high level and a detailed picture of end user experience. It provides an effective framework for supporting continuous improvement of service desk.
Here you can find more details about Service Desk Excellence.