IT Issue Resolution Health Check

Statement of Service:

A 4-10 day analysis of your process for resolving business impacting IT issues (dependent on company and IT operation size).

Process areas analysed:

Issue Identification

The volume of IT issues that result in lost productivity.

The cost of lost productivity to the business via:

Lost man hours

IS system unavailability/revenue loss.

The efficiency of ‘first-touch’ issue handling by Service Desk team.

Issue Resolution

Trouble ticketing process analysis

Unused automation

Visibility of Issue Resolution progress to the customer

Ability to access and search internal and vendor documentation

The impact of version on pinpointing correct solution

The business cost of incorrect solutions

Deliverable’s at end of engagement:

A report and presentation that covers the following:

- The cost in FTEs of:

            - Issue Resolution

            - Lost man hours due to downtime

            - Issue Resolution inefficiency within Service Desk area.

-The cost to the business in hours due to:

            - Lost of Service Availability of Key IS Systems.

            - Incorrect Resolution Recommendation

-Areas of potential enhancement          

            - Service Desk Automation 

            - Customer visibility of Issue Resolution progress

            - Automating IT Issue Identification           

-ROI Analysis of potential enhancements.

-Recommendations

For more information about this service offering please contact us.