Best Practice

Nexor is a member of the IT Service Management Forum (itSMF), the independent and internationally recognised forum for IT service management professionals worldwide. The Forum helps companies to share and implement practices that are known to work.

As part of ongoing quality initiatives, we are adopting the best practice framework advocated by the itSMF and provided by the OGC’s Information Technology Infrastructure Library (ITIL). Eventually to be used throughout the business, the framework is being pioneered by the Customer Service Support Desk. The project began with an analysis of current practices and how the framework can be used to deliver better service to customers.

To provide a benchmark against which to measure future improvement and to highlight areas in which enhancements will most benefit customers, we conduct an annual customer satisfaction survey. The latest results were pleasing, with the vast majority of respondents stating that they were satisfied or extremely satisfied with the overall service received from the Support Desk. In particular, communication skills were rated very highly.

Based on the survey results, we will concentrate future effort on improving areas such as awareness of service level agreements and provision of workarounds. These points have been incorporated into our service improvement programme.