To steer the performance of the IT Service Desk, it’s necessary to use dashboards with the various KPI (Key Performance Indicators) and relevant graphs , as much in terms of the efficiency of IT team assignees and the satisfaction of users.
Steering the performance of an IT Service Desk requires a high level of reactivity. The advantage of graphic statistics available in the Octopus ITSM solution is to simplify analysis of high volumes of data and to provide you with a rapid overview of the requests, their status and the points on which the IT team must pay attention to respect the expected service levels.
User satisfaction is the priority of an IT Service Desk. Octopus helps you continually measure the level of satisfaction of end users with respect to resolution of incidents and service requests using the included survey feature. When an incident has been resolved by the assignee, an email is automatically sent to the requester to then close the request and evaluate the service.
Stop waiting for your annual activity report before starting to measure. Octopus dashboards are already ready to use and will help you move your organization forward to improved service levels and greater user satisfaction.
« By managing your Service Desk with the Octopus ITSM solution, you are guaranteed continuous access to the barometer of effectiveness of the IT service and customer satisfaction. »
Octopus solution has been certified as compliant with ITIL® processes preconfigured in the software. By choosing Octopus, your IT Service Desk is guaranteed to work more effectively in accordance with ITIL® best practices.
The web portal available in the Octopus solution will simplify your users’ access to the IT Service Desk as they will be guided in the process of raising tickets to better formulate their request. This will rapidly improve their perception of the service provided.
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