It's more important to put in place light service desk processes you can sustain than to aim for a high degree of process maturity.
Use this phase of the project to:
- Review service desk structure and reporting requirements.
- Standardize best practice incident and service request management processes.
- Put in place basic knowledge management processes that empower agents and end users to resolve issues quickly.
This phase will help you rationalize service desk roles and develop a consistent customer service experience.