Course Abstract
Service desks continually strive to improve the quality of the service they deliver to customers. But defining quality and then measuring and improving on it—that’s not a simple process.
In this course, we’ll examine common definitions of quality and identify those most pertinent to us when evaluating a service desk. We’ll also discuss how you can improve the quality of service your MSP delivers to customers through quality assurance and quality checks.
While each MSPs may select a different definition of what constitutes quality service for their business, the end goal should always be to deliver the level of service that we intend, and strive to surpass that level to offer our customers additional value.
Course Learning Outcomes
- The Importance of Managing Ticket “Quality”
- Foundation for Developing A Quality Assurance SOP
- Pros and Cons of Developing A Quality Assurance SOP
- Metrics and KPIs For Ticket Quality Assurance
- How to Implement A Quality Assurance SOP
Course Tool
ITBD Service Desk Ticket KPIs And Quality Assurance SOP
Course Presentation
- Lectures 6
- Quizzes 0
- Duration Lifetime access
- Skill level All levels
- Language English
- Students 43
- Assessments Yes
