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How To Measure Service Desk Maturity

Updated: Apr 26

Using a 5 stage maturity model to evaluate and position your help desk without being too onerous in terms of auditing can really help focus attention on where improvement can be most beneficial.

The following download will help you assess your maturity by answering 10 key questions that will give you a feel for your help desk's maturity.

Help Desk Maturity Assessment
Download XLSX • 21KB
An example of maturity assessment
An example of maturity assessment

Once you have answered the questions, you will be presented with a maturity map per the screenshot below. Use this to identify areas of improvement on the 5-step maturity scale.

An example of the assessment output
An example of the assessment output

The following is a high-level overview of the 5 steps I use when I want to measure help desk maturity.

Criteria to Measure Help Desk Maturity

Level 1: Ad-hoc

  • Minimal or no formal processes in place

  • Inconsistent response and resolution times

  • A reactive approach to handling issues

  • Limited documentation and knowledge sharing

  • Low or unmeasured customer satisfaction

Level 2: Basic

  • Some formal processes and procedures are in place, but no standardisation

  • Basic ticketing system to log and track issues

  • Inconsistent application of processes across the team

  • Limited use of performance metrics and SLAs

  • Some focus on customer satisfaction, but improvements are needed

Level 3: Structured

  • Established processes and procedures consistently applied

  • Functional ticketing system with categorisation, prioritisation, and escalation

  • Regular reporting on key performance indicators (KPIs)

  • Use of a knowledge base for information sharing

  • Proactive measures to improve customer satisfaction

  • Consistent adherence to service levels

Level 4: Managed

  • Advanced helpdesk tools and technology (e.g., automation, AI)

  • Integration with other IT systems and processes (e.g., ITIL)

  • Proactive identification of problems and trends

  • Continuous improvement efforts based on data analysis and feedback

  • Focus on staff training and professional development

  • High customer satisfaction with consistent SLA adherence

Level 5: Optimised

  • Highly efficient and streamlined processes

  • Proactive issue detection and prevention

  • Strong collaboration with other departments and teams

  • Ongoing innovation and adoption of best practices

  • Exceptional customer satisfaction and loyalty


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