The Service Desk Inspector, Barclay Rae, returned to the Milton Keynes Head Office with the Service Desk Institute Managing Director, Tessa Troubridge.
Episode 3 – "Setting Targets" focuses on the plans for developing service standardisation and support response times – areas that Mirus are keen to keep a close eye on as they scale up in a rapid growth period.
Mirus have recently revised structures and procedures to ensure it maintains the high levels of service quality that its clients have come to expect, such as introducing service teams so that support engineers are dedicated to a focused group of clients. The Service Desk Inspector reinforces that message and highlights areas for even further improvements.
The Service Desk Inspector also spent a lot of time discussing ways that Mirus can improve response times and visibility to those reports as part of regular client feedback. Mirus clients this week saw the introduction of significantly improved monthly reports that, amongst 13 other components, includes information on Average Time to Acknowledgement. Mirus will continue to work with clients to develop the information they receive to further enhance service quality.
Videos and comments from previous visits are available at:
Episode 3 – Setting Targets
Episode 2 - 1st Progress Review
Episode 1 – Setting the Challenges
The Service Desk Inspector is a consultation service documentary for itsmTV produced by the Service Desk Institute – the leading organisation for the IT Support and Service Management Industry.