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Service Ordering & Help Desk Management
AOTMP, July 2011, Pages: 15
Placing and managing orders for service with telecom service providers and providing technical, operational and administrative support to internal stakeholders are critical components of overall telecom management. If appropriate tools, processes and resources are not in place, performing these activities can become cumbersome, ultimately exhuming valuable time and effort from the organization. One component driving effective telecom management is automation. Through automation, enterprises can perform tasks that may have taken hours through manual efforts in significantly less time.
Enterprises should read this report in order to understand:
- What percentage of enterprises offer phone, email and on-line applications as a means for users to submit help desk requests?
- What is the average hold time for users contacting the fixed and mobile help desk?
- What percentage of enterprises manage their help desk internally?
- What is the average number of telecom service orders placed for various sized organizations?
- How are other enterprises placing and managing service orders today?
Along with answering these critical questions, this report provides the following benchmarks:
- Methods Available for Help Desk Ticket Submission
- Primary Method for Placing Service Orders (Overall)
- % of Total Help Desk Tickets Submitted – By Required Level of Support
- % of Total Tickets Resolved on First Contact
- Average time on hold for users utilizing phone support
- Help Desk Structure – Level 1 Support
- Help Desk Structure – Level 2 Support
- Help Desk Structure – Level 3 Support
- Primary Method for Placing Service Orders (Fixed and Wireless
- Responsibility for Placing/Managing Service Orders
- Type of Service Orders Placed
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