Service Performance Analytics

The Ticket Analytics Service can be purchased as a One-Time Service to address an immediate problem or a Subscription Based Service set at a defined frequency (Bi-Weekly, Monthly, Semi-Annually, Annually).

It’s designed to address challenges Clients are facing with missed SLAs, service disruptions & outages, degraded performance, prolonged downtimes, negative customer experience, and numerous other operational issues.

Our goal is to provide data-driven insights for improving Service Performance by reducing service disruptions, improving response & resolution times, and improving client & employee experience. While there is no shortage of IT data, in-house data & analytics resources, or tools with analytics capabilities. IT Organizations continue to face significant challenges. Leading to reputational damage and perception issues, inability to sell products and services, revenue losses, and customer and employee attrition.

Service Desk Analytics

The Ticket Analytics Service can be purchased as a One-Time Service to address an immediate problem or a Subscription Based Service set at a defined frequency (Bi-Weekly, Monthly, Semi-Annually, Annually).

It’s designed to address challenges Clients are facing with missed SLAs, service disruptions & outages, degraded performance, prolonged downtimes, negative customer experience, and numerous other operational issues.

Our goal is to provide data-driven insights for improving Service Desk performance. While there is no shortage of service desk call/ticket data, in-house service desk data & analytics resources, or tools with analytics capabilities. IT Organizations continue to face significant service desk challenges with high wait times, high talk times, high abandonment rates, poor customer satisfaction, repeat & chronic issues, premature ticket closures, ageing ticket backlogs, ineffective self-service site, skills and capability issues, and host of other issues.

Delivery Excellence Assessments

The Ticket Analytics Service can be purchased as a One-Time Service to address an immediate problem or a Subscription Based Service set at a defined frequency (Bi-Weekly, Monthly, Semi-Annually, Annually).

It’s designed to address challenges Clients are facing with missed SLAs, service disruptions & outages, degraded performance, prolonged downtimes, negative customer experience, and numerous other operational issues.

Our goal is to provide data-driven insights for improving delivery excellence across the organization. In today's harsh and unpredictable economic climate, achieving Delivery Excellence has become increasingly difficult. Businesses are under tremendous pressure to undertake a change in response to competitive challenges, technological developments, financial restrictions, and demanding end-users. The challenges are further amplified when organizations cope with a disgruntled and disengaged workforce, weak management and governance systems, ineffective processes & procedures, and technologies and tools prone to failure.

Delivery Excellence
Assessments

The Delivery Excellence Assessments Service can be leveraged to conduct a high-level assessment of the Operational Management Reference Framework (104 Questions) or tailor the assessments to focus on a Tower, Service, or across the Enterprise.

The assessments can be implemented as a reactive measure to respond to critical situations, a proactive measure to assess the health of the operations, or as part of a comprehensive effort to establish a robust enterprise framework.