Assess your service desk against proven operational best practice and receive a prioritised improvement roadmap, executive report and practical recommendations tailored to your organisation.
Five minutes, 21 questions, no login. See where your desk is losing time.
Built from real-world experience managing and improving modern IT service operations.
Real-world IT operations experience, not theoretical best practice
12h 42m → 1h 36m
Average resolution time, before and after a structured improvement programme I led
4h 54m → 37m
Average first-contact time across the same period
28% → 68%
First-contact resolution rate over the same period
These are results from an internal IT operation I ran directly — not client outcomes. Client case studies will be published as audits complete.
The problem
Ticket volumes climbing while the team stays the same size
Repetitive manual work crowding out real improvement
Service levels that are missed, or never clearly defined
Weak knowledge management, so the same issues get solved twice
Reporting that describes the past but doesn't guide decisions
Automation opportunities sitting unused
An inconsistent experience that erodes trust in IT
No clear, prioritised plan for what to improve first
You don't need another tool. You need to understand exactly where the time is going, why, and what to fix first — with a plan you can act on.
What you receive
The Service Desk Performance Audit is technology-supported analysis with expert human review. You receive:
Structured service desk review
Service desk maturity analysis
Executive summary
Category-level findings
Key risks and operational constraints
Prioritised recommendations
Quick wins
90-day improvement roadmap
Priority matrix
Results walkthrough
Leadership-ready report
How it works
Discover
Gather context about the organisation, service desk, team and current operating model.
Diagnose
Analyse performance across the ServiceDeskBuilder framework, with expert human review of the findings.
Prioritise
Identify risks, bottlenecks, quick wins and the highest-impact improvement opportunities.
Roadmap
Turn it into a practical, sequenced 90-day plan your team can execute.
Improve
Support implementation and track progress against the plan.
Reassess
Re-run the assessment to measure improvement over time.
Improve and Reassess are on the roadmap as the continuous-improvement platform develops. Today, the audit delivers Discover, Diagnose, Prioritise and Roadmap.
The framework
One framework across everything we do — the free Health Check, the AI & Automation Readiness Review, and the full Performance Audit all measure these seven dimensions, so your results are structured, comparable and actionable.
Ticket Data Quality
Whether your ticket data is clean enough to trust, report on and learn from.
Ticket Categorisation
Whether tickets are classified consistently enough to see your real demand.
Knowledge Base
Whether knowledge deflects demand instead of the same issues being re-solved.
Routing & Automation
Whether work reaches the right team without manual triage and bouncing.
SLA Configuration
Whether your service levels reflect the business and are actively managed.
Service Catalogue
Whether common requests are structured, complete and approved in-tool.
Canned Responses / Macros
Whether agents answer common issues quickly and consistently.
Why ServiceDeskBuilder
ServiceDeskBuilder is built for real service desk challenges, not textbook theory. It exists to turn operational information into prioritised findings and a realistic improvement roadmap — the practical clarity IT managers actually need. The analysis is technology-supported; the judgement is human.
I'm Max Hazell. I run IT operations day to day and built this after repeatedly seeing teams reach for a new tool before diagnosing how the existing service was really operating.
More about ServiceDeskBuilderPricing
Founding Member Programme
An early partner programme for the first 10 organisations.
Limited to the first 10 participating organisations.
Standard Performance Audit
The full audit, report and roadmap — technology-supported analysis with expert human review.
Custom implementation and advisory support available separately.
Prices are the final amount payable. Prefer to start free? Get my free Health Check.
FAQ
Planning to switch on AI features? The AI and Automation Readiness Review checks whether your Freshservice or Zendesk configuration is ready for it — a separate, optional module.
Explore the readiness reviewFind out what's holding yours back — and get a prioritised roadmap, executive report and practical recommendations, reviewed by an experienced practitioner.