Optimizing Incident Management : Case of CSC

Boucharlat, Romain

I decided to write this master thesis in relation with my work experience at CSC within the service desk. Working at the service desk is a very complete mission that has to be well understood from analysts in order to reach high performance and thus satisfy users. Because it is the goal of CSC, satisfying customers, I decided to focus on this principle and with the results of my research and work experiences I would like to bring in this thesis some findings and recommendations I came up with in order to optimize the service desk quality and to improve the customer satisfaction. In the first chapter, I will mainly describe the work of an analyst at the service desk, and I will define the incident management process. It will help understanding how a service desk works. The incident management process is monitored by many metrics. Some of these metrics are documented and some of them are not and their impacts are different. We will see on what we should focus our efforts. We will see in the second chapter the impacts of these metrics on performance. Measuring the performance of the service desk is important in order to be aware of what should be improved to reach the highest standard of services provided. We will see in the end of this chapter that the most important performance indicator is the customer satisfaction. From this fact, I will bring some findings from seven months of experience within the service desk in order to improve the quality of the services and the customer satisfactions. I will focus on what can be implemented from the service desk analysts not from the management. I will also focus on the effects of the steps already taken to improve customer satisfaction.

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