Ensure a smooth and efficient IT help desk process with this sample audit program. It outlines critical tasks such as assessing management's evaluation of user support, identifying help desk customers, and analyzing the staffing adequacy relative to user needs. Additionally, it emphasizes the importance of technology leverage, encouraging the examination of using help desk software for tracking and reporting issues.

The document also highlights the significance of service-level agreements (SLAs) and performance metrics, enabling measurement of the help desk's success with meeting organizational goals. By reviewing documentation on problem management processes and understanding user perceptions, you can identify areas for improvement and ensure that the help desk aligns with the broader IT strategy. Overall, this tool provides a structured approach to assess the help desk's role in supporting critical business functions, ultimately enhancing IT service delivery.

Potential impacts of inadequate management include:

• Issues will not be handled consistently, if at all, impairing the efficiency and effectiveness of business processes.
• Users will avoid using the help desk for IT issues and the overall image of the IT organization will be negative.
• Users may create inefficiencies by directly accessing technologists, distracting them from performing tasks benefiting the entire business organization.
• The lack of adequate user problem reporting and analysis may impair informed decision-making by IT management and continuous improvement of IT services to key users and business processes.