Service Desk Assessment
Assess the condition of your central service point!
In a glance
Is traditional ticket handling still sufficient today?
– A valid question in light of growing business demands on the service desk
The Challenge
The intertwining of IT and business is making service requests more complex, expectations are rising, and IT issues are increasingly intermingling with specialist business requirements.
Is your service desk ready to act as a SPOC?
T60 will work with you to conduct a detailed assessment of your current situation. Similar to a health check, we will reveal the “health status” of your service desk. Together with your stakeholders, we will analyze the current situation and develop a customized optimization strategy aligned with your value-oriented business goals.
Our approach
Using the T60 process model based on ITIL 4 and agile methods, we develop a transparent service desk map:
1–2-day workshop with relevant stakeholders to assess the current situation
Analysis and development of an optimization portfolio for sustainable improvements
Selection and definition of suitable measures for optimization and implementation
The result is a service desk that not only works efficiently, but also creates real added value for your company and your users.
Most notable results
Increase customer satisfaction
- Make customer expectations transparent and assess them realistically
- Compare the quality of the services provided with expectations
- Derive concrete measures for service improvement
Establish efficient processes
- Align workflows, interfaces, and communication with value creation
- Make targeted use of innovative technologies such as AI and chatbots
Optimized tool landscape
- Analyze existing tools in terms of effective use and value contribution
- Develop future-proof architecture for the tool landscape
- Integrate new technologies in a meaningful way
From IT help desk to SPOC – real transformation
