IT Service Desk Daily Operations Checklist
This IT service desk daily operations checklist ensures alignment with ITIL 4 Service Desk Practice, HDI Support Center Standards, ISO/IEC 20000-1:2018 Service Request Management, and internal SLA obligations. Designed for service desk managers and team leads to maintain ticket queue health and analyst performance.
- Industry: Telecommunications & IT
- Frequency: Daily
- Estimated Time: 15-20 minutes
- Role: Service Desk Manager / Team Lead
- Total Items: 12
- Compliance: ITIL 4 Service Desk Practice, HDI Support Center Standards (SCS) v4.0, ISO/IEC 20000-1:2018 Service Request Management, COBIT 2019 Service Operations (DSS02), SLAs per organizational service catalog
Ticket Queue Health
Queue volume, age, and priority distribution.
- P1/Critical open tickets
- Tickets approaching SLA breach within 2 hours identified and flagged?
- Average open ticket age within acceptable threshold?
- Ticket backlog trending flat or decreasing?
Analyst Performance and Scheduling
Staffing adequacy and analyst productivity tracking.
- Shift fully staffed per schedule?
- Tickets per analyst within workload threshold?
- FCR (First Contact Resolution) rate above 70% today?
- Knowledge base articles suggested to analysts for known issues?
Daily Reporting and Escalations
Daily metrics distribution and management escalation.
- Daily ticket statistics reported to management?
- All escalated tickets reviewed with technical teams?
- Customer satisfaction scores above acceptable threshold (>4.0/5.0)?
- Service Desk Daily Notes
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Why Use This IT Service Desk Daily Operations Checklist?
This it service desk daily operations checklist helps telecommunications & it teams maintain compliance and operational excellence. Designed for service desk manager / team lead professionals, this checklist covers 12 critical inspection points across 3 sections. Recommended frequency: daily.
Ensures compliance with ITIL 4 Service Desk Practice, HDI Support Center Standards (SCS) v4.0, ISO/IEC 20000-1:2018 Service Request Management, COBIT 2019 Service Operations (DSS02), SLAs per organizational service catalog. Regulatory-aligned for audit readiness and inspection documentation.
Frequently Asked Questions
What does the IT Service Desk Daily Operations Checklist cover?
This checklist covers 12 inspection items across 3 sections: Ticket Queue Health, Analyst Performance and Scheduling, Daily Reporting and Escalations. It is designed for telecommunications & it operations and compliance.
How often should this checklist be completed?
This checklist should be completed daily. Each completion takes approximately 15-20 minutes.
Who should use this IT Service Desk Daily Operations Checklist?
This checklist is designed for Service Desk Manager / Team Lead professionals in the telecommunications & it industry. It can be used for self-assessments, team audits, and regulatory compliance documentation.
Can I download this checklist as a PDF?
Yes, this checklist is available as a free PDF download. You can also use it digitally in the POPProbe mobile app for real-time data capture, photo documentation, and automatic reporting.