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Help/Service Desk (ITIL/ITSM)
Every enterprise needs IT help desk services - fumble delivery and it could cost you the game.
- Every enterprise needs help desk services but many IT departments struggle with process, capacity and maturity.
- Many IT leaders focus on tools and software but success is rooted in process.
- Successful help desk management requires process and metric diligence.
I Need to:
Solution Road Map
Solution Sets
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1
Develop an IT Service Desk Strategy
ITIL is not a strategy. You’ll have to develop your own.
Included in Solution Set: 1 PowerPoint, 2 Tools, 1 Template
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2
Vendor Landscape: Mid-Market Service Desk Software
All-in-one functionality can be great, but don’t overcomplicate just because you can.
Included in Solution Set: 1 PowerPoint, 1 Tool
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3
Vendor Landscape: Enterprise Service Desk Software
A good tool starts with a strong process foundation: you need both.
Included in Solution Set: 1 PowerPoint and 1 Tool
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4
Take the High Road to Service Desk Effectiveness
Transform common knowledge into common practice.
Included in Solution Set: 1 PowerPoint
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5
Manage Help Desk Staffing
Identify and hire staff with a unique blend of customer service and tech skills necessary for a successful help desk.
Included in Solution Set: 2 Notes, 5 Job Descriptions, 1 Power Point, 1 Tool
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6
Ensure Service Delivery with Systems Management
Dump the bottom-up approach to systems management, and manage services for success.
Included in Solution Set: 1 PowerPoint and 1 Tool
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7
Outsource or Repatriate the Service Desk
Plan to repatriate, and you may never have to.
Included in Solution Set: 1 PowerPoint