Services

ANALISYS SERVICES - Helping organizations build, optimize, and transform their IT Service Desk operations.

Enhanced ITSM

The implementation or improving your ITSM has significantly improved service delivery and response times for IT support.

Policies and Procedures

Establishing clear policies and procedures is essential for maintaining accountability and ensuring consistent service quality across IT services.

Improve Training Programs

Enhancing training programs ensures service desk staff are well-equipped to handle inquiries and issues effectively.

Automated Workflows

Automated workflows have streamlined operations, allowing for quicker responses and better task management within the IT Service Desk.

Improved Customer Satisfaction

With strong governance, organizations can enhance service quality, which directly contributes to higher customer satisfaction and trust.

Adopting New Technolgies

Integrating new technologies can streamline processes and improve efficiency in service desk operations, leading to better performance.

Effective IT Service Operations

Governance frameworks ensure IT Service Desks operate efficiently, leading to better service delivery and alignment with business objectives.

Strategic Planning

Refining Processes
Best Practices Adoption
Quicker Resolution Times
Reduced Backlog
Operational Efficiency
Service Quality

Performance Metrics Analysis

Analyzing performance metrics helps identify areas for improvement and track progress over time, driving service excellence.

Definition and Importance of KPIs in IT Service Management

Understanding KPIs

KPI's, or Key Performance Indicators, are measurable values that show how effectively an organization meets key business objectives.

Importance of KPI's

Establishing clear target KPIs is essential for measuring the success of the IT Service Desk effectively.

Assessing Performance

In IT Service Management, KPI's are crucial for assessing performance and ensuring that services meet organizational goals.

Regular Tracking

Regularly tracking KPI's allows teams to identify areas needing improvement and adjust strategies accordingly.

Driving Improvements

KPI's help organizations identify areas for improvement and drive continuous enhancements in service delivery.

Operational Efficiency

Operational efficiency KPI’s measure the effectiveness and productivity of the service desk operations, helping identify areas for improvement.

Customer Satisfaction
Customer satisfaction KPI’s assess the level of satisfaction among users, providing insights into the service desk's effectiveness in meeting needs.

Service Quality

Service quality KPI’s evaluate the performance of the service desk in delivering timely and effective support to users.

Key Characteristics of an Ideal IT Service Desk

Rapid Response & Resolution:

Issues are acknowledged immediately, and resolutions are swift.
Prioritization ensures critical problems are handled first.
Time to escalation is critical.

User-Centric Approach:

Support is accessible through multiple channels—phone, email, chat, and self-service portals.
Communication is clear, empathetic, and informative, ensuring users feel valued and understood.

Automation & AI Integration:

Routine tasks and troubleshooting are streamlined through AI-powered chatbots and automated workflows.
Predictive analytics help prevent potential IT disruptions before they occur.

Robust Knowledge Base & Documentation:

A well-maintained self-service portal enables users to resolve common issues without contacting support.
IT staff can quickly reference past solutions for efficiency.

Strong Security & Compliance:

Cybersecurity best practices ensure data protection and compliance with industry regulations.
Access control and identity management are properly enforced.

Continuous Improvement & Monitoring:

Performance metrics and user feedback drive ongoing enhancements.
Regular training ensures IT staff stay ahead of emerging technologies and best practices.

KPI's Defined

Average Handle Time (AHT) - The total time an agent spends on a ticket or call, including talk/chat time and after-call work, divided by the total number of handled tickets/calls.

Average Speed of Answer (ASA) - The average time it takes for an incoming call or chat to be answered by an agent, starting from when the end user initiates contact.

Time to Escalate - The average time it takes for a ticket or issue to be escalated from first-level support to the next tier (Level 2, Level 3, vendor, etc.).

First Call Resolution (FCR) - The percentage of issues resolved during the initial interaction with the end user, without the need for a callback or escalation.

Response within SLA - The percentage of tickets where the initial response was provided within the timeframe defined by the service level agreement.

Chat Abandon % - The percentage of chat sessions started by users that are abandoned before an agent responds or before the interaction is completed.

Average Chat Time - The average duration of chat sessions handled by agents.

End User Satisfaction Rating (CSAT) - The average satisfaction score given by end users (commonly on a 1–5 scale) after support is provided.

Survey Response Rate - The percentage of end users who respond to satisfaction surveys out of the total number of surveys sent.

Aux Usage - The percentage of time agents spend in “auxiliary” or unavailable states (break, training, meeting, offline, etc.) compared to their total logged-in time.

Abandon % - The percentage of incoming calls that are abandoned by the caller before reaching an agent.

Assignment Accuracy - The percentage of tickets assigned correctly to the right team or individual on the first attempt.

QA Score - The average quality assurance score based on call/ticket evaluations against defined standards (communication, troubleshooting, process adherence, etc.).

Canceled Adherence - The percentage of scheduled shifts or activities agents fail to adhere to (e.g., missing login times, breaks, or scheduled tasks).

Productivity – Tickets Handled - The number of tickets closed or resolved by an agent within a given timeframe.

Resolution Rate - The percentage of tickets resolved (closed successfully) compared to the total number received.

Tickets Reopened - The percentage of tickets that were closed but later reopened by the end user due to the issue not being fully resolved.

Knowledgebase Used - The percentage of tickets where agents accessed or used knowledgebase articles to resolve the issue.

Ticket to Call Ratio - The ratio of logged tickets to calls handled, showing how many calls result in formal ticket creation.