Helpdesk Monitoring – IT Audit Applications for ACL

2011-10-01

Helpdesk Monitoring – IT Audit Applications for ACL

The help desk, as the customer facing element of your business, is vitally important. Getting it right therefore is crucial to improving customer satisfaction and growing the business. Equally, the business needs to know that it is getting value from its investment.

ACL Analytics can help to identify issues that have been open for extended period times, to stratify the average issue resolution time by issue to measure operational efficiency. The picture you build can be used to benchmark performance overall, or of individuals; to measure changes resulting from recruitment, or cutbacks. ACL can highlight the potential manipulation of reporting metrics, or identify users or departments with frequent or large numbers of issues. Perhaps you need to identify high-risk transactions for further analysis, or to stratify problems by hardware, application or severity to make better decisions in respect of procurement.

• Review issues open for an extended period of time
• Stratify average issue resolution by issue type for operational efficiencies
• Highlight potential manipulation of reporting metrics (e.g. close times which do not make sense for the issue type)
• Identify users or departments with frequent or large numbers of issues
• Flag high-risk help desk transactions (e.g. password resets) for further audit
• Stratify problems by hardware, application, severity, etc

ACL offers reporting without boundaries, with accuracy, speed and consistency. For all your helpdesk metrics, consider ACL.