Connect Freshservice or Zendesk read-only and get a health score across seven dimensions — plus the single fix that moves it most. Free, in about five minutes.
Read-only, no card. Nothing you connect is ever stored.
Built from real-world experience managing and improving modern IT service operations.
Real-world IT operations experience, not theoretical best practice
12h 42m → 1h 36m
Average resolution time, before and after a structured improvement programme I led
4h 54m → 37m
Average first-contact time across the same period
28% → 68%
First-contact resolution rate over the same period
These are results from an internal IT operation I ran directly — not client outcomes. Client case studies will be published as audits complete.
The problem
Ticket volumes climbing while the team stays the same size
Repetitive manual work crowding out real improvement
Service levels that are missed, or never clearly defined
Weak knowledge management, so the same issues get solved twice
Reporting that describes the past but doesn't guide decisions
Automation opportunities sitting unused
An inconsistent experience that erodes trust in IT
No clear, prioritised plan for what to improve first
You don't need another tool. You need to understand exactly where the time is going, why, and what to fix first — with a plan you can act on.
Beyond the dashboard
The scan surfaces the things that only show up when you join data together — demand against coverage, where time is actually spent, each category against its own norm — and your dashboard tracks them over time. Every finding comes with the number attached, and a fix.
Your top ticket driver with no knowledge article — and what that gap costs you in agent hours
Thirty separate incidents that are really one unfixed problem, solved individually instead of once
The specific triage path bouncing tickets between two teams — one rule to fix, not a training problem
Whether your slow tickets are slow because of the work, or because nobody chased the requester
Which single category one person resolves most of — and what happens to that queue when they're on leave
What you receive
The Service Desk Performance Audit is technology-supported analysis with expert human review. You receive:
Structured service desk review
Service desk maturity analysis
Executive summary
Category-level findings
Key risks and operational constraints
Prioritised recommendations
Quick wins
90-day improvement roadmap
Priority matrix
Results walkthrough
Leadership-ready report
How it works
Connect
Connect Freshservice or Zendesk read-only in a couple of minutes. Nothing you connect is stored.
Score
Get a health score across seven dimensions, your weakest area, and the single fix that moves it most.
Fix
Work the findings in your dashboard — turn each into a task and track it through to done.
Track
Re-scan on a schedule and watch your score history improve over time.
Want expert review and a prioritised 90-day roadmap on top of your scan results? The Expert Audit is the optional expert layer — a practitioner reviews your findings and builds the plan with you.
The framework
One framework across everything we do — the free scan, your dashboard, and the Expert Audit all measure these seven dimensions, so your results are structured, comparable and improve over time.
Ticket Data Quality
Whether your ticket data is clean enough to trust, report on and learn from.
Ticket Categorisation
Whether tickets are classified consistently enough to see your real demand.
Knowledge Base
Whether knowledge deflects demand instead of the same issues being re-solved.
Routing & Automation
Whether work reaches the right team without manual triage and bouncing.
SLA Configuration
Whether your service levels reflect the business and are actively managed.
Service Catalogue
Whether common requests are structured, complete and approved in-tool.
Canned Responses / Macros
Whether agents answer common issues quickly and consistently.
Why ServiceDeskBuilder
ServiceDeskBuilder is built for real service desk challenges, not textbook theory. It exists to turn operational information into prioritised findings and a realistic improvement roadmap — the practical clarity IT managers actually need. The analysis is technology-supported; the judgement is human.
I'm Max Hazell. I run IT operations day to day and built this after repeatedly seeing teams reach for a new tool before diagnosing how the existing service was really operating.
More about ServiceDeskBuilderPricing
Free Scan
Connect Freshservice or Zendesk read-only and get your score in minutes.
Dashboard
Keep scanning. Track your score over time and turn findings into tasks.
Expert Audit · add-on
Expert review of your scan plus a prioritised 90-day roadmap. Founding rate for the first 10 organisations.
Prices are the final amount payable. The scan is always free — the dashboard and Expert Audit are optional.
FAQ
Connect Freshservice or Zendesk read-only and get your health score in five minutes — free, no card. Then keep it improving in the dashboard, and add the Expert Audit when you want the plan built with you.