We start by understanding your service desk structure, operating model, key challenges and performance priorities. This helps focus the review on the areas that matter most to your users, leadership team and operational outcomes.

This may include:

• Discovery call to confirm scope and objectives

• Review of current service desk challenges

• Stakeholder input from service desk leadership

• Review of available ticket data, reports and dashboards

• Agreement of the key performance areas before the review begins

The review assesses the areas that have the greatest impact on service desk performance, visibility and user experience. The aim is to identify where performance is strong, where service risk exists and where practical improvements can be made.

Typical areas reviewed include:

• Ticket volumes, trends and demand patterns

• Incident and request performance

• SLA performance and breach trends

• Backlog, aged tickets and unresolved work

• First contact resolution and reassignment patterns

• Queue ownership and workload distribution

• Agent and team performance visibility

• Reporting, dashboards and management information

• Escalation routes and operational control

You will receive clear, practical outputs that summarise the findings and recommended next steps. The level of detail depends on the package selected.

Deliverables may include:

• Executive summary of findings

• Current service desk performance view

• KPI and SLA observations

• Backlog and aged ticket analysis

• Agent, team and queue-level insights

• Reporting and dashboard recommendations

• Prioritised improvement actions

• 90-day service desk improvement plan

• Executive-ready performance report

The review is designed to turn performance insight into practical action. After the assessment, we can support you in reviewing the findings, prioritising recommendations and shaping the next phase of service desk improvement.

Support may include:

• Findings playback session

• Prioritisation discussion

• Follow-up workshops where included

• Advisory support to shape next steps

• Improvement planning support

• Implementation guidance for Strategic engagements