Service Delivery

Scorecard Development Working Session

🧠 Working Session Synthesis Memo

Zac Easler (Help Desk Manager), Raj Guna (CIO), Suzy Valadez (PMO), and others – Service Delivery Scorecard Strategy Session

Facilitated by Beyond | May 30, 2025 | Duration: Working Session, 1 hour

👥 Who Was in the Room?

This working session brought together leaders from CSN’s IT Help Desk, PMO, and infrastructure to co-develop a service delivery evaluation framework. The Beyond team (Frederik, John, Ro) facilitated the session with active participation from Raj (CIO), Suzy (PMO), and Zac (Help Desk). The session focused on identifying measurable drivers of IT service quality across people, process, and technology domains.

🎯 What We Set Out to Do

The purpose was to co-define what “good” IT service delivery looks like at CSN—both in terms of measurable outcomes (like satisfaction, response time) and enabling conditions (like documentation, process clarity, and training). The session explored what can be measured today and where gaps exist that the scorecard can begin to bridge.

🔍 What We Heard

What’s Working

• Robust Ticketing & Survey Process: CSAT scores are regularly tracked. Negative ratings are escalated, with RCA and executive reporting.

• Process Documentation Tools: ITGlue is used to document troubleshooting steps and reduce variability in frontline resolution.

• Visual Accountability Boards: Each support area has a board with goals and performance updates. Promotes visibility and team cohesion.

• Cross-Team Familiarity: Despite high volume, service teams (e.g., Help Desk) know their users well and handle requests with continuity.

What’s Not

• Shadow Systems: Teams build ad-hoc trackers in Excel to make up for ticketing system limitations—adding duplication and fragmentation.

• Lack of Reporting Flexibility: System limitations prevent real-time or customizable views across service categories, impacting proactive decision-making.

• No Shared Definitions of Success: End-user satisfaction is measured, but internal teams don’t align on shared KPIs or benchmarks.

• Uneven Process Documentation: While ITGlue helps, some areas lack full documentation or depend on tribal knowledge.

• Training & Growth Tracking Lacking: Onboarding and professional development are not formally tracked or connected to service quality measures.

🧭 Where We Go From Here

People

• Embed Professional Development Metrics: Scorecard should track onboarding experience, cross-training, and growth opportunities across IT roles.

• Align Performance with Culture: Include indicators that reflect whether the current model supports empowerment, resilience, and shared accountability.

• Track Knowledge Transfer: Scorecard should assess how well teams are prepared for transitions (e.g., turnover, promotions).

Process

• Codify What “Good” Looks Like: Define SLA targets, escalation workflows, and documentation minimums. Bake into scorecard criteria.

• Eliminate Shadow Systems: Build data fabric capabilities that replace manual trackers with reliable, accessible dashboards.

• Clarify Roles in Shared Tickets: Cross-functional tickets often get bounced. Scorecard should assess time to resolve based on ownership clarity.

Technology

• Invest in Reporting Layer: Enable dashboards that show trends, outliers, and forecastable issues—across all service categories.

• Leverage Ticketing System Enhancements: Evaluate whether current ticketing platform supports the future state; if not, initiate RFP.

• Track “Right First Time” Rate: Beyond just closing tickets, scorecard should track how often issues are resolved correctly on the first try.

🌱 Strategic Opportunities

• Build a Multi-Dimensional Service Scorecard

  • Go beyond CSAT—include operational indicators (e.g., resolution time, documentation completeness, training participation) to reflect holistic service health.

• Enable Proactive Service Management

  • Use ticket and survey data to identify trends and predict hotspots. Establish categories that forecast rather than just report.

• Invest in Knowledge-Centered Service Culture

  • Make process documentation and cross-training visible metrics in the scorecard. Elevate the value of team knowledge over individual expertise.

• Reinforce Shared Accountability Across Teams

  • Scorecards can clarify service interdependencies—e.g., how Help Desk performance relies on timely L2 support or network responsiveness.

✅ What Happens Next?

This memo will guide development of the IT Service Delivery Scorecard and cross-team alignment tools. Immediate next steps include:

• Defining measurable indicators across people, process, and technology domains.

• Reviewing existing ticket and survey data to test visibility and integration capacity.

• Exploring reporting platform upgrades or enhancements to support dynamic dashboards.

• Drafting cross-functional SLA and escalation workflow maps to clarify roles.