How it works

From first conversation to a plan you can act on.

Six steps. Software makes the analysis consistent; I make the diagnosis. Here's exactly what happens.

Delivered within 7 days of receiving the agreed audit evidence.

  1. 01

    Service discovery

    We start by understanding the shape of your service.

    • Organisation size and team structure
    • Service model and ITSM platform
    • Ticket demand and known pain points
    • What you're trying to achieve

    You complete a structured discovery questionnaire, and we have an initial conversation where it helps.

  2. 02

    Evidence collection

    Depending on your service and systems, evidence may include:

    • Anonymised service desk data exports
    • Existing performance reports
    • SLA configuration
    • Workflow and process information
    • Service catalogue and knowledge information
    • Structured questionnaire responses
    • Optional read-only system analysis, where a supported integration is appropriate

    Read-only analysis is available for Freshservice and Zendesk. It's optional — the audit works from exported data whatever platform you run.

  3. 03

    Structured analysis

    Service Desk Builder's technology and structured checks analyse patterns consistently:

    • Demand concentration
    • Ageing and backlog patterns
    • Response versus resolution
    • Categorisation
    • Repeat demand
    • Manual workflows and automation opportunities
  4. 04

    Expert review

    Human-led

    This is the part software can't do. I review:

    • The evidence, in context
    • Operational dependencies
    • Likely root causes, not just symptoms
    • Your team's practical ability to implement changes

    Recommendations are prioritised for your specific team, not a generic best-practice checklist.

  5. 05

    Report and 90-day roadmap

    You receive the agreed Performance Audit deliverables:

    • Performance scorecard
    • Priority findings with evidence
    • Quick wins
    • A prioritised 90-day improvement roadmap
    • A leadership-ready report
  6. 06

    Review call

    We walk through the findings together.

    • You can ask questions and challenge conclusions
    • We agree the priorities that make sense for your team

After the audit

The report is yours.

You own the report. You can implement it internally, hand it to an existing partner, or discuss further support with me. There's no compulsory retainer and no obligation to buy anything else.

Ready to see where your service stands?

Book a Performance Audit See a Sample Report