Score your desk across 7 ITIL-aligned areas, benchmark against industry, and get a prioritised action plan — in 10 minutes, without signing in.
7 areas
scored across the service desk operating model
Top 3
highest-leverage fixes identified immediately
report ready to download and share immediately
Assessment snapshot
Request Management
Standard requests are fulfilled through clearly defined workflows, with approvals, SLAs, and ownership already understood by the desk.
Example result
3.1/5
Developing
Benchmark
42nd percentile
Biggest gap
Knowledge management
Hours lost
~12 hrs/week
Next fix
Tighten triage and escalations
How it works
Designed for busy IT leaders who need a clear picture quickly — not a long consultancy process. Take the assessment, get the score, act on the result.
Answer practical questions across seven service desk areas. No jargon, no setup, no login. Most leaders complete it in under 10 minutes.
See your overall maturity score, a category breakdown, benchmark position, your strongest and weakest areas, and an estimate of the operating time being lost each week.
Get the top 3 fixes ranked by impact, a shareable leadership summary, and a downloadable report you can use to make the case internally.
Why IT leaders use it
See the specific operating gaps behind slow response, repeat incidents, poor escalation coverage, and avoidable ticket load — not just a general sense that something is wrong.
A benchmarked score and a two-paragraph summary is more persuasive than a personal account of how hard the desk is working. Use the result to support a business case.
Walk away from the assessment with ranked priorities and a clear view of what to tackle first — not another list of things that need attention.
Understand whether the real issue is process maturity, operating discipline, or capability gaps before committing to a new platform, a new hire, or a new programme.
Sample report preview
Your score comes with context: what it means, how you compare to other teams, what it is likely costing you, and the three most impactful things to fix first.
Helpdesk health check
Maturity score
3.1/5
Higher than 42% of teams
Biggest gap
Knowledge Management
Time being lost
12 hours/week
Top next step
Standardise request workflows
Top 3 recommended actions
Action planTighten ticket triage and escalation rules
Move repeat requests into a proper service catalogue
Create a 90-day improvement sequence with named owners
Leadership summary
The desk has a workable operating base, but inconsistent request handling and weak knowledge practices are likely creating avoidable ticket load. The fastest win is to standardise repeat demand, tighten triage rules, and turn recurring fixes into reusable knowledge.
When you are ready to act on the result
Document the fixes with a full branded template library
Turn the score into a 16-week implementation roadmap
Support a headcount or tooling case with the resource planner
Who uses this
The score is most useful when you need to turn a performance problem into a clear argument — for leadership, for a roadmap, or for a resourcing decision.
When you need sign-off on budget, headcount, or tooling, a benchmarked score and executive summary is harder to dismiss than a personal opinion about service quality.
Before replacing a platform or adding more people, you need to know whether the real issue is process maturity, operating discipline, or capability gaps. The assessment tells you which.
Whether you are inheriting a new team, preparing for a TUPE, or presenting at a service review, a clear maturity baseline is the right starting point before you commit to a plan.
"I ran this before our quarterly service review and it gave me exactly what I needed — a structured score I could present to the leadership team rather than trying to explain intuitively why the desk was struggling. The benchmark comparison was particularly useful."
IT Operations Lead
Financial services, 400-person organisation
Pricing
Run the health check at no cost. If the result surfaces something worth fixing, Pro and Team give you the templates, roadmap, resourcing tools, and structured workflows to act on it properly.
Free
Health check
For leaders who want a fast diagnosis, a benchmarked score, and clear next actions before they commit.
Pro
Act on the result
For one service desk lead turning a score into an operational improvement plan without building everything manually.
Team
Run the function
For IT operations teams that want the score, the operating toolkit, and the management layer to coordinate delivery across the desk.
All prices ex-VAT · Billed monthly · Cancel any time
FAQ
Yes. The diagnostic is grounded in practical ITIL 4 practice areas, but the language is written for operators rather than certification candidates.
Get a benchmarked maturity score in under 10 minutes — no login, no credit card, no demo call. If the result is useful, the toolkit helps you act on it.
No login required · No credit card · Results in under 10 minutes