Service Health Check
Service Health Check
Even strong service desks can hit a point where progress slows. Daily demand, changing expectations and limited resources often make it hard to see the full picture.
A Service Health Check gives you a clear and impartial view of what’s working well, what’s holding you back and where the biggest gains can be made. It goes beyond surface-level observations and looks at the underlying behaviours, processes and tools that shape the service experience.
The review is carried out by SDI specialists who work with service desks of every size, so they recognise practical constraints as well as opportunities. You get honest insight, grounded in real operational experience, and guidance that helps your team move forward with confidence.
Is your service desk showing any of these signs?
If any of these feel familiar, a Health Check can help you reset and move forward.
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Rising ticket volumes with no improvement in resolution times
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Repeat issues that never seem to go away
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Customer satisfaction holding steady or slipping
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Low adoption of knowledge articles
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High levels of escalation to second line
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Team fatigue or turnover
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Metrics that don’t support decision making
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No clear improvement plan
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Outdated tooling or workarounds
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Constant fire-fighting with no space to plan ahead
What you’ll receive
Your Health Check gives you clarity on where you stand today and how to improve. You’ll receive:
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An impartial assessment of current performance
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Benchmarking against industry best practice and SDI standards
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A set of practical, prioritised recommendations
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Insights across people, process, tooling and customer experience
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A realistic improvement roadmap shaped around your goals and capacity
Everything is designed to help you make confident decisions and demonstrate clear value to your organisation.
How it works
Our approach is straightforward and transparent.
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Initial conversation
We take time to understand your challenges, constraints and objectives. -
Evidence gathering
This may include a review of data, processes, documentation and, where relevant, short interviews with team members. -
Analysis and benchmarking
Your current performance is mapped against recognised best practice and SDI expertise. -
Findings and recommendations
You receive a clear summary of strengths, risks and opportunities, along with practical next steps. -
Follow-up session
We talk through the findings, answer questions and help you plan your next stage of improvement.
Who it’s for
The Service Health Check is ideal for:
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Service desk managers who want an independent view of performance
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IT teams preparing for transformation or tool change
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Organisations experiencing pressure to improve speed, quality or experience
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Leaders who need evidence to secure investment or support
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Teams who want to align more closely with industry best practice
Start your health check
If you’d like to understand where your service desk stands today, and what would make the biggest difference to performance, our team is ready to help.
Book a conversation or complete the enquiry form and we’ll be in touch.
Explore how we can help transform your IT service performance. For focused, expert advice tailored to your challenges, SDI's Chief Customer Success Officer, John Noctor, is available for a free 30-minute practical, advisory session designed to give you immediate value on how to tackle your most pressing challenges.
Book a free consultation
Real examples of our service improvement projects
View case studies
Euromonitor’s Global Support Team Share Transformation Journey
Learn More
How Glasgow Caledonian University achieved 95% customer satisfaction
Learn MoreTalk to Us!
Have a question or a service challenge you’d like to discuss? Or would you like to see our full catalogue of services? Use the form to get in touch.
Whether you need advice, support, or just want to explore what’s possible—reach out, we’re here to help.
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