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Service Desk Team Project of the Year
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Eligibility

To be eligible for the Service Desk Team Project of the Year 2015 Award, the nominated team must meet the following conditions and requirements:

More than 50 per cent of the nominated key achievements, specified deliverables and business requirements must have been completed between 01 April 2014 to 30 March 2015

The nominated team must be employed by a business entity with a registered office in Australia or an Australian Government agency or an Australian citizen; and

itSMF Australia awards committee members are ineligible to enter.

Evaluation Criteria

1.   Company Description, Strategy and Policy (10%);

a.   Company Profile, Mission and Support Centre Mission - define how the support centre mission complements the mission of the entire company;

b.   Describe Support Centre – size of support centre, staff, customer base, organisational structure, how the support centre reports within the company, call volume, nature of support.

2.   People (20%)

a.   Leadership/Management – define how managers guide the organisation toward success  by inspiring and motivating employees, explain the process used to establish performance goals and measurements, explain how your support centre works together to achieve these established goals and measurements;

b.   Support Team Centre – explain how the team creates an environment that encourages teamwork, describe the support services industry activities in which the team participates, explain how support centre staff feel supported and valued for their performance efforts by management, define the working environment relative to ergonomic considerations such as the floor plan, accessories for call handling, overall facility, and provide key measurements for the turnover rate and absenteeism;

c.   Customers – describe the processes, tools and techniques used to measure customer satisfaction and relay improvement processes to the customer, the use of customer feedback to improve satisfaction, communications used to improve customer relations, processes for communicating with dissatisfied customers and methods used to prevent future customer dissatisfaction.

3.   Process and Procedure (20%)

a.   Goals and Strategies – describe the primary goals of the team, how they are measured and by whom, how they are documented and communicated to team members and how goal progress is monitored;

b.   Service Level Agreements – define how service level expectations are managed, and the process in place to communicate to team members how they measure up to the defined SLAs;

c.   New Systems – describe the team’s involvement in new systems development and/or corporate architecture standards and provide the definition used to ensure a smooth transition from development/decisions to support.

4.   Technology and Resources (15%)

a.   Support Centre Technology – explain how the team uses technology to manage service requests and incidents, how the team leverages its knowledge to keep the corporation competitive, how the team ensures technology processes are in place to meet the growing and changing needs of the corporation;

b.   Infrastructure Technology – explain how the team aligns with the overall corporate infrastructure technology, and what resources are available for the support centre team to enable the transition from strategic development to supporting all new technology.

5.   Virtual Visit of Support Centre - Video/DVD (10%)

Take the judges on a tour of the support centre facility with a three to five minute video showing the ergonomics of the centre, people interaction, teamwork in action and any other appropriate information about the centre.

6.   Measurement (15%)

What are the key areas being measured and assessed? Is there a continuous service improvement program in place and how is it evaluated and measured?

7.   Outcomes / Results (10%)

The Business Outcome / Results Category focuses on evaluating how your project added a demonstrated benefit to the organisation. Areas such as alignment to business goals and strategic direction should be demonstrated in this category.

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