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What is a health check?

A health check is a TOPdesk tool that's used to assess your organisation's service excellence. We use this to make recommendations for improvements in your service offering, to ensure you're using TOPdesk to its fullest potential. 

 

It uses a data analysis assessment of your TOPdesk environment and benchmarks against the TOPdesk Service Excellence Maturity Model.

 

It's carried out by our consultants to deliver a comprehensive report and presentation that will provide insight into the condition of your service delivery.

The health check will give you a tangible measure of your starting point, and gives short, mid and long term goals for you to work toward, allowing you to determine the direction of your service desk. 

 

Using the maturity model and road map gives tangible steps to follow, allowing you to celebrate success once improvements have been implemented.

 

Customers who have had health checks in the past have reported increased collaboration between teams, streamlined processes and efficiency, happier operators, better reporting insights, and higher maturity.

What does a health check involve?

During two days of consultancy, we assess your use of TOPdesk using the 5 dimensions of excellence:

 

  • Process
  • Customer
  • Supplier
  • People and Culture
  • Integration and Automation

 

We use qualitative information provided by you in combination with quantitative data from reports we pull from your TOPdesk environment.

 

We'll use this information to establish the maturity of your service delivery and provide you with a score. Based on these findings, we'll provide you with a roadmap of short, mid, and long term recommendations for you to improve the efficiency of your service delivery.

 

We'll deliver a presentation of our findings, invite any questions, and talk you through the recommendations to ensure you have a full understanding. We can then work with you to implement these changes or you can implement them if you'd prefer.

What happens during the two days?

Day 1:

 

We'll access your environment to run reports and selections to establish your the maturity of your service delivery in TOPdesk. We provide you with the full report that is created during this time, in addition to a summary document which highlights the key findings.

Day 2:

 

We'll develop recommendations on what we have found during day 1 and prepare a presentation to share with you. During the last 1.5 hours of day 2 your consultant will deliver the presentation to you alongside your customer success manager. You'll then receive all documentation and the presentation along with recommended next steps.

What is the Service Excellence Maturity Model?

The TOPdesk Maturity Model measures a service organisation’s ability and the ability
to provide services that meet customers’ rising expectations.

 

This model helps service providers assess their current maturity level. It also provides insight into the various service management areas in which the service provider is able to implement targeted improvements.

 

The model is divided over two axes. On one axis is the business focus of the service
department(s), which can be internally or externally focused. The other axis contains
the mindset of the service department, which can shift from a cost driven to a value driven approach of the organisation. 

 


Ultimately, five possible levels of maturity for Service Excellence can be distinguished.
The levels vary from a service department that is completely isolated and has a main goal to control costs to higher levels, in which the service department increasingly plays a role within the own organization to be of continuous added value for the entire organization.

Download our health check guide