Process 5: Ensure Good Service
Published: April 25, 2008 | Updated: October 10, 2008
The final process in customer service is ensuring that the Service Desk has provided good service to the user. This is done through Service Desk quality assurance and SLA monitoring and metrics.
Process 5a: Service Desk Quality Assurance
The first process involved in ensuring that good service has been provided is performing Service Desk quality assurance.
Figure 19. Service Desk quality assurance
Activities: Service Desk Quality Assurance
Service Desk quality assurance is an extremely important part of ensuring good service. Good customer feedback can help to justify continued Service Desk staffing and funding, as well as help with the continuous improvement of the customer service process.
The following table lists the activities involved in Service Desk quality assurance. These include:
- Verifying the resolution of the Help request.
- Sending a user satisfaction survey.
Table 19. Activities and Considerations for Providing Service Desk Quality Assurance
Activities |
Considerations |
Verify the resolution of the Help request |
Key question:
Input:
Output:
Best practice:
|
Send user satisfaction survey |
Input:
Output:
Best practice:
|
Process 5b: SLA Monitoring and Metrics
In this process, you determine the status of the SLA and report any SLA breaches.
Figure 20. SLA monitoring and metrics
Activities: SLA Monitoring and Metrics
Although SLAs have traditionally focused on measuring technical services, it is important that support services also be measured and monitored. Help request volumes can be significant and IT operations managers cannot manually monitor queues and select incidents that need additional attention. SLA monitoring for Support Services takes over this task.
The following table lists the activities involved in SLA monitoring and metrics. These include:
- Determining if the SLA is 80 percent expired.
- Alerting the Help request owner.
- Alerting management staff and the business.
Table 20. Activities and Considerations for SLA Monitoring and Metrics
Activities |
Considerations |
Is the SLA 80 percent expired? |
Key questions:
Input:
Output:
Best practice:
|
Alert the Help request owner |
Key questions:
Inputs:
Output:
Best practice:
|
Alert management staff and business |
Key questions:
Input:
Output:
Best practice:
|