This Instant-Access Self-Assessment Excel Dashboard and accompanying eBook is for managers, advisors, consultants, specialists, professionals and anyone interested in Service desk assessment.

‘The Art of Service representatives are available for questions and provide support. They don’t ‘nickel and dime’ when it comes to answering questions or providing helpful resources. What doesn’t work well is really on our end–prioritizing and using data and business analytics to drive business decisions, but my hope is that I will be able to use the self assessments to demonstrate the value of data and business analytics.’ – Enterprise Architect in the Services Industry
‘Significant ease of use, widespread user adoption, happy user community. The best self-assessment tool there is.’ – Business Analyst in the Transportation Industry
‘Visual analytics brought lot of value to the organization. Creating a dashboard was relatively easy.’ – CIO in the Government Industry

What Is The Service desk Self-Assessment? 

The Service desk Self-Assessment’s Purpose is:  

  • To help our clients to reduce their effort in the Service desk work they do to get their problem solved
  • To help our clients in ensuring that their plans of action include every Service desk task and that every Service desk outcome is in place
  • To help our clients not having to spend time investigating strategic and tactical options, therefore saving time and ensuring Service desk opportunity costs are low
  • To help our clients channel implementation direction instantly to deliver tailored Service desk advise with structured going-forward plans


All the tools you need to an in-depth Service desk Self-Assessment. Featuring 656 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service desk improvements can be made.


What You Get:

The Service desk Complete Self-Assessment Excel Dashboard

  • Ensures you don’t miss anything: 656 questions in 7 RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain) steps with easy and quick navigating and answering for 1 or up to 10 participants
  • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
  • Gives you a professional Dashboard to guide and perform a thorough Service desk Self-Assessment
  • Dynamically generated projects-ready RACI Matrix shows your organization exactly what to do next
  • Is secure: Ensures offline data protection of your Self-Assessment results

The Service desk Complete Self Assessment eBook version of the book in print

  • Provides a convenient way to distribute and share among the participants to prepare and discuss the Self-Assessment

In using the Self-Assessment you will be better able to:

  • Diagnose Service desk projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Service desk and process design strategies into practice according to best practice guidelines


Assess and define Service desk with this Service desk Self Assessment. Sample questions from the Complete, 656 Questions, Self-Assessment:

  • Recognize Question: Think about the kind of project structure that would be appropriate for your Service desk project. should it be formal and complex, are can it be less formal and relatively simple?
  • Define Question: What are your current levels and trends in key measures or indicators of Service desk product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competi tors and other organizations with similar offerings?
  • Measure Question: Is there a recommended audit plan for routine surveillance inspections of Service desk’s gains?
  • Analyze Question: Are improvement team members fully trained on Service desk?
  • Improve Question: Are there Service desk Models?
  • Control Question: We investigate(d) Outsourcing the Service Desk
  • Sustain Question: How to Secure Service desk?


For more than twenty years, The Art of Service’s Self-Assessments empower people who can do just that – whether their title is marketer, entrepreneur, manager, salesperson, consultant, business process manager, executive assistant, IT Manager, CxO etc… – they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.

You are free to use the Self-Assessment contents in your presentations and documentation for internal end external use without asking us – we are here to help.

Categories: Documents