From the Best in the Industry: a Free Service Desk Assessment
Phoenix Health Systems
MARCH 29, 2018
should include trending analyses of key performance indicators, and results measurements based on ITIL standards. Many other factors should be reviewed: Does the service center maintain and regularly update its knowledge base as new issues arise or when new software / hardware is implemented. Many hospitals have problematic service desk operations, whether internal or outsourced, but fixing them never gets to the top of the project list.