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Build a Right-Sized Service Desk for Small Enterprise

Keep sustainability front of mind to develop a service desk that suits your needs.

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Contributors

  • Kevin Vigil, Director of IT, Southwest CARE Center

Your Challenge

  • Small enterprises with constrained resources should design a service desk that optimizes the use of standardized processes and leverages self-service tools.
  • Speak with one of our expert analysts to align your service desk with organizational needs, identify high-priority efforts that address service gaps, and right-size best practices to fit within your staffing and capacity constraints.

Our Advice

Critical Insight

  • Don’t over-complicate the service desk. Adopt a set of processes that match your organization’s maturity and focus on service effectiveness and timeliness.

Impact and Result

  • Demonstrate value with metrics and reports that track performance.
  • Decide on a service desk model that is tailored to meet the needs of your organization.
  • Build incident and request processes to improve the effectiveness and timeliness of the service desk.
  • Promote knowledge sharing and empower end users to address issues on their own.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should build a right-sized service desk, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Assess the current state of the service desk

Use the activities in this section to collect end-user feedback and identify service gaps.

3. Communicate and teach service desk best practices

Use the activities in this section to foster knowledge sharing and cross-organizational collaboration.

Guided Implementations

This guided implementation is a six call advisory process.

Guided Implementation #1 - Plan a strategy

Call #1 - Review the results of the service desk diagnostics
Call #2 - Develop a service desk strategy

Guided Implementation #2 - Design an action plan

Call #1 - Discuss service desk staffing and skills gaps; define service desk roles, responsibilities, and decision rights
Call #2 - Develop sustainable incident, request, and knowledge management processes

Guided Implementation #3 - Execute the action plan

Call #1 - Define requirements for an affordable service desk solution
Call #2 - Review the standard operating procedure document and service desk roadmap

Onsite Workshop

Discuss This Workshop

Book Your Workshop

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Lay Service Desk Foundations

The Purpose

  • Conduct a current state assessment of the existing service desk.

Key Benefits Achieved

  • Assess the process maturity, structure, staffing, and key metrics of the existing service desk, and determine your target state.

Activities

Outputs

1.1

Outline service desk challenges.

  • Service desk challenges
1.2

Review diagnostics results.

  • Diagnostics results
1.3

Review current state assessment.

  • Current state assessment
1.4

Review service desk structure and staffing

  • Service desk structure and staffing
1.5

Create a RACI chart to review accountabilities.

  • RACI chart and skills gap analysis
1.6

List IT service support roles.

  • Service desk roles
1.7

Review current task allocations.

  • Service desk responsibilities
1.8

Create a list of required reports and metrics.

  • Service desk metrics and reports, and balanced scorecard

Module 2: Design Incident Management

The Purpose

  • Conduct a health check on incident management processes, improve the key elements, and align them to best practices.

Key Benefits Achieved

  • Develop workflows for incident and critical incident management processes, and develop guidelines for ticket handling, categorization, prioritization, and escalation.

Activities

Outputs

2.1

Review incident management challenges.

  • Incident management challenges
2.2

Define incident management workflows.

  • Incident management workflow
2.3

Define critical incident management workflow.

  • Critical incident management workflow
2.4

Design critical incident communication plan.

  • Critical incident management communication plan
2.5

Identify opportunities to automate ticket creation.

  • List of ticket templates
2.6

Identify opportunities to reduce recurring tickets.

  • List of recurring tickets
2.7

Assess ticket categorization.

  • Enhanced ticket categorization scheme
2.8

Enhance ticket classifications with resolution codes.

  • Ticket resolution and status codes
2.9

Build a small number of rules to facilitate prioritization.

  • Enhanced ticket prioritization scheme
2.10

Define escalation rules.

  • Escalation guidelines
2.11

Define automated escalations.

  • List of automatic escalations

Module 3: Design Request Fulfillment

The Purpose

  • Conduct a health check on service request fulfillment, improve its key elements, and align them to best practices.

Key Benefits Achieved

  • Develop workflows for service request fulfillment, prepare for a service catalog project, and put in place a process to build and maintain a knowledgebase targeted on your most important tickets.

Activities

Outputs

3.1

Define service requests with SLAs.

  • List of service requests
3.2

Build and critique request workflows.

  • Service request workflows and estimated SLAs
3.3

Distinguish between requests and small projects.

  • Criteria to distinguish between requests and projects
3.4

Review service definition checklist for standardized request models.

  • Service request models for the service catalog
3.5

Develop self-help tools for end users.

  • List of self-help tools for end users
3.6

Design knowledge management processes.

  • Knowledge management policy and process
3.7

Create actionable knowledgebase articles.

  • Article template; knowledgebase writing strategies and exercises

Module 4: Plan the Implementation of the Service Desk

The Purpose

  • Prepare to implement the service desk processes built in previous modules.

Key Benefits Achieved

  • Compile requirements for service desk software, build a communication plan, and develop an implementation roadmap.

Activities

Outputs

4.1

Create a requirements list for the service desk tool.

  • ITSM tool requirements
4.2

Investigate which tool best meets your needs.

  • Vendor shortlist and vendor briefing script
4.3

Create the communication plan.

  • Communication plan, executive presentation, and service desk SOP
4.4

Build an implementation roadmap.

  • Service desk implementation roadmap