|The Help Desk Audit: Blueprint for Success Text
& Companion CD Set, by Julie Mohr, spiral bound plus CD, 150
pages, 2003, $95.00
In the current economy, IT managers must find creative approaches to improve
IT services with reduced funding and fewer resources. In an effort to assist
IT managers, The Help Desk Audit: Blueprint for Success identifies
critical areas of weakness within the support environment and provides practical,
step-by-step improvement strategies.
Developed originally as a workshop, this book contains audits in all critical
areas of the support organization including: Help Desk Foundation, People,
Process, Tools and Customer Relationship Management. Each audit rates the
maturity of the support organization: Advanced, Mature, Emergent or Immature.
This do-it-yourself audit and improvement process provides the framework
and guidance to enhance the support organization's ability to ensure customer
success. Focus is placed upon cross-functional improvement teams, senior
management buy-in, and the development of critical success factors and
measurements. Each audit has five steps: assess, compare, plan, implement
and assess. The assessment process begins with an audit of each functional
area of a support organization and compares your responses to best practices
to provide an organizational maturity rating. If a need for improvement is
identified, the planning stage provides detailed information on how to launch
an improvement project. This is followed by implementation and the measurement
of the established success criteria.
The book was written by Julie Mohr, a well-known industry speaker on the
topic of support service improvement.
In workshops conducted for The Help Desk Audit: Blueprint for Success, the
author often heard many requests for the samples in the book in an
electronic form. In an effort to help you get started with implementing change
in your support environment, all the templates and more tools are
assembled into one CD, including:
Project Plan Template (Project) - An overview of all the elements
of a successful enhancement project.
Business Case Template (Word) - A template to create a business case
to demonstrate the overall benefits and costs of an enhancement project.
Help Desk Audit Overview (PowerPoint) - A PowerPoint presentation used in
Vision Mission Worksheet (Word) - A worksheet to help you create a
Organization Chart (Visio) - An organization chart that you can modify
to meet your needs.
List of Products & Services Provided (Excel) - An outline to help
you get started in creating a list of products and services provided.
Site Audit (Excel) - This is a document that you can send out to your
support partners and solicit information about their environment to add to
your list of products & services.
Level-1 Analyst Position Description (Word) - A sample position
description for a level-1 analyst.
Level-2 Analyst Position Description (Word) - A sample position
description for a level-2 analyst.
Help Desk Manager Position Description (Word) - A sample position
description for a help desk manager.
Staffing Model (Excel) - A sample staffing model for determining the
number of staff to support your customers based upon basic information about
your support environment. Note: This is not a full-staffing model and does
not use Erlang-C formulas.
Performance Measurement Matrix (Excel) - A list of performance
measurements for the help desk.
Skills Assessment (Word) - A form to give to your staff for them to
do a self-assessment of their skills.
Training Plan (Excel) - A plan used to help your team improve their
New Hire Checklist (Word) - A form used to process new hires to ensure
that all steps are completed prior to their first day of employment.
Vendor RFP (Excel) - A spreadsheet that you can use to help determine
your technology needs and to send to vendors to request more information
on their products.
Service Level Agreement Template (Word) - A template you can use to
create your own service level agreement.
Customer Satisfaction Survey (Word) - A form that you can send out
to your customers to find out what they think about your services.
Call Monitoring Sheet (Word) - A form that managers can use to evaluate
the phone skills of their team.
Help Desk Brochure (Word) - A brochure that you can customize to describe
the services that your organization provides to your customers.
Help Desk Newsletter (Word) - A sample newsletter.
Help Desk Presentation (PowerPoint) - A PowerPoint presentation that
you can use to give an overview of your services during a new hire orientation.