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Online Service Desk Performance Assessment

Discussion in 'Service Management Frameworks' started by wagnerk, Jun 13, 2012.

  1. wagnerk
    Highly Decorated Member Award

    wagnerk aka kitkatninja Moderator

    I wanted to "assess" where we are with our servicedesk with our implementation of FITS (which is based on ITIL) and came across SDI-Europe's free online performance assessment.

    Ok, it takes about 10 mins to complete (there are 4 pages) and you have to be honest.

    Anyway with our implementation we scored: 132/200

    Your Service Desk Maturity: Customer led

    There are 5 levels:

    World Class, Business Led, Customer Led, Proactive and Reactive. So the outcome of the assessment of being at the 3rd level - Customer Led, isn't bad.

    If we wanted we could go for the SDI Servicedesk certification, which at this moment in time we won't do as we're working on other things. But something to think about for the future...
    Certifications: CITP, PGCert, BSc, HNC, LCGI, PTLLS, MCT, MCITP, MCTS, MCSE, MCSA:M, MCSA, MCDST, MCP, MTA, MCAS, MOS (Master), A+, N+, S+, ACA, VCA, etc... & 2nd Degree Black Belt
    WIP: PGDip

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