Service Excellence Audit
Quality of IT service at grassroots level depends on handling of each & every call/ticket. Organizations verify quality of these deliverables by internal audits. Internal audit can verify a very limited sample of tickets. The difference of “volumes of ticket generated” vs. “number of tickets checked” will always be very high. The checking parameters, the methods of inspection are generally not defined for internal audits. Thus with a low sample size and non-defined parameters, internal audits do not produce consistent results. A consistent quality check can be done by regular transnational or ticketing inspections against a defined Inspection plan.
- Design ticket audits / Inspections for a much larger sample size.
- Deploying trained audit teams, to conduct of audit as per agreed sample size.
Report -daily performance & cumulative performance of the IT service management