Service Desk Incident Handling Quality Measurements

[kwmathias]

We have a new third party Service Desk partner and would like to implement a way to flag incidents that we feel aren't meeting our incident handling standards.  Things like 'missing detailed work notes'; 'escalated to wrong assignment group'; 'didn't use KB', 'short description not accurate'; 'incomplete resolution notes', etc.

We currently use 1 tag called 'Service Desk Quality' but it doesn't have these types of details and we don't want to create a tag for each potential quality issue.

Any ideas?

[Fabian Kunzke]

Hey,

Now it really depends on how much effort you want to put into it, but in my opinion surveys are a great way of handling this. To sum it up, you would get a great reporting basis, extensive evaluations and the option of including subjective opinions. The downside is, that it's not "easy" to filter for incidents which don't match you standards.

To implement something like this, you first need to create a survey with adequate questions. You can use satisfactions scales from 1-5 and/or true or false questions used for your KPIs. This can get really extensive, but i would keep it simple at the beginning.
Then, create a trigger condition for sending these surveys automatically (link to the docs). Now, usually these surveys are sent to the caller of a ticket to verify his satisfaction with your ITSM processes, but you can also send out a survey to the assigned to (you can also send different surveys to the caller and to the assigned to). Feel free to play around with the settings here to not overload an agent with answering surveys 24/7 (e.g. by randomizing when a survey is sent). I would even set it up to send surveys even when the third party was not involved simply to validate that the partner is actually doing "worse".

One important side note on surveys vs. SLAs and performance analytics KPIs: Surveys are always to some degree subjective and won't give you a complete picture. Combine them with automatically captured KPIs (e.g. reassignment count, staleness, time between updates etc.).

I hope this helps. Surveys are a truly powerful tool to measure performance on a more abstract level and could apply well in this use case.

Regards
Fabian

[Tony K]

What about a drop down field so that someone could pick from a few options? Then it's also easy to report on the data as well. 

[Mark Manders]

Although Surveys are great to find out what customers are thinking, you need to rely on them being filled and I don't think it's going to get your requirements in place.

I think it depends on what you want to do with it? A ticket can have 1 thing wrong, or several things. 

You could create a form section as ticket analyses and put on their the things you check on if they are met or not. Or just create a box 'does not meet our standards' and if ticked, you get a string/html field for filling out what isn't correct. 

The needed effort and ultimate goal should be the starting point on how to resolve this, because it can be done in several ways.

If my answer helped you in any way, please then mark it as helpful.

Mark