Service Desk Audit
09/20/2021 02:09:53 am
1.0 Audit configuration
A total of 16 participants were sent invites to complete the audit, across a wide set of disciplines, as per the list below: –
1.2 Service desk aspects questions
The audit consisted of 0 questions arranged in -0.5 themes. These were as follows:-
1.3 The collection period
The distribution of responses received during the collection period is shown in the graph below.
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Submissions in the last year
2.0 Synthesis of results across all participants
This section looks at the individual service desk aspects across all of the participants to determine the overall priorities for the business unit.
The pie chart below shows the proportion of the entire sample which had issues compared to those which did not (for all service desk aspects which were deemed as being able to influence).NAN% of responses were in a ‘problem’ zone, where there were high levels of influence yet low levels of performance.
|Question||Influence avg||Performance avg||Difference|
This table above shows the average difference by aspect where the average gap score is greater than 1 and the average influence is 4 or more. The “affected” column indicates how many participants fall into the problem zone.
2.3 Distribution by service desk aspect
This section contains a number of bubble graphs which show the frequency and distribution results plotted across all participants (anonymised). These can be used as a visual aid to understand if there are underutilised service desk aspects as well as monitor trends over time. The size of each circle on the graph is proportional to the frequency at which the particular influence and performance co-ordinate was given across the participants.
Total number of answers analysed (participants x questions) :0
Of the plots that are relevant..
2.5 Confidence per theme
The following graph is a summary of the previous information whereby cohort confidence percentages have been plotted against each aspect (confidence = percent comfort minus percent problem)