An ITSM practitioner reads 12 months of your Freshservice data — volume trends, SLA breaches, recurring incidents, root causes — and hands you a prioritised 90-day plan your team can execute. £995, delivered inside a week.
Service Desk Performance Audit · £995 (founding rate £745) · delivered inside a week
The problem
Every ticket, breach and reassignment is logged. But between running the desk and answering to leadership, almost no IT manager has the time — or the distance — to sit with twelve months of it and work out what's actually driving the numbers up.
So the response is usually another tool, more headcount that never gets signed off, or a dashboard that shows the problem without explaining it. The audit does the reading for you and comes back with the causes and the plan.
First response looks healthy; resolution quietly drifts
SLA breaches you have to explain upward every month
The same incidents and requests coming back on repeat
A backlog that never meaningfully falls
Reporting that describes what happened, not what to fix
A board asking about AI on data that was never structured for it
How the audit tackles it
The audit analyses your Freshservice trends across demand, performance, process and configuration, then diagnoses root cause across the seven ITIL-aligned dimensions of your workspace — knowledge base, ticket data quality, categorisation, canned responses, SLA configuration, service catalogue, and routing.
You get the findings ranked by impact, the evidence behind each one, and a 90-day roadmap prioritised by effort versus impact — the changes that buy back the most time first. None of it assumes you need a new platform.
What you get
Where your time is going
6–12 months of trend analysis: volume, top drivers, category quality, capacity vs demand.
What's breaking
SLA breach patterns, reopened tickets, aging queues, tickets bouncing between teams.
Why it's happening
Root-cause diagnosis across seven ITIL-aligned dimensions of your workspace and data quality.
Your 90-day plan
Every fix prioritised by effort vs impact, with owners and expected outcomes.
FAQ
Twelve months of your Freshservice data, read by an expert, with a 90-day plan your team can execute. £995, delivered inside a week.