- Jason Aqui, IT Director, Bellevue College
- Kevin Sigil, IT Director, Southwest Care Centre
- Lucas Gutierrez, Service Desk Manager, City of Santa Fe
- Rama Dhuwaraha, CIO, University of North Texas System
- Annelie Rugg, CIO, UCLA Humanities
- Owen McKeith, Manager IT Infrastructure, Canpotex
- Rod Gula, IT Director, American Realty Association
- Rosalba Trujillo, Service Desk Manager, Northgate Markets
- Jason Metcalfe, IT Manager, Mesalabs
- Bradley Rodgers, IT Manager, SecureTek
- Daun Costa, IT Manager, Pita Pit
- Kari Petty, Service Desk Manager, Mansfield Oil
- Denis Borka, Service Desk Manager, PennTex Midstream
- Lateef Ashekun, IT Manager, City of Atlanta
- Ted Zeisner, IT Manager, University of Ottawa Institut de Cardiologie
Service desk managers with immature service desk processes struggle with:
- Low business satisfaction.
- High cost to resolve incidents and implement requests.
- Confused and unhappy end users.
- High ticket volumes and a lack of root-cause analysis to reduce recurring issues.
- Wasted IT time and wages resolving the same issues time and again.
- Ineffective demand planning.
- Don’t be fooled by a tool that’s new. A new service desk tool alone won’t solve the problem. Service desk maturity improvements depend on putting in place the right people and processes to support the technology.
- Service desk improvement is an exercise in organizational change. Engage specialists across the IT organization in building the solution, and emphasize how everyone stands to benefit from the initiative.
- Organizations are sometimes tempted to track their work under a single ticket type. Unfortunately, the practice obscures the fact that incidents, requests, and projects require radically different amounts of time and resources, and can create the impression that IT is underperforming. Distinguish between incidents, requests, and projects, and design specific processes to support and track the performance of each activity.
- Remember, the value of any IT service management (ITSM) tool is a function of the processes it supports and the adoption of those processes. The ITSM tool with the best functionality is worth little if you do not build the right processes, configure the tool to support them, and work to improve tool adoption in your organization.
Impact and Result
- Increase business satisfaction.
- Reduce recurring issues and ticket volumes.
- Reduce average incident resolution time and average request implementation time.
- Increase efficiency and lower operating costs.
- Enhance demand planning.
Start here – read the Executive Brief
Read our concise Executive Brief to find out why you should standardize the service desk, review Info-Tech’s methodology, and understand the four ways we can support you as you complete the project.
1. Lay the foundations of the service desk
Outline service desk challenges, review service desk structure and staffing, identify skills, roles, and responsibilities, and select the right metrics to baseline service desk performance.
2. Design incident management processes
Develop the building blocks of the incident management process, including workflows, ticket handling guidelines, and ticket categorization, prioritization, and escalation guidelines.
3. Design request fulfilment processes
Develop the building blocks of a modern request fulfilment process, including service request workflows, the high-level planning for a service catalog, and a web portal for the service desk software.
4. Plan the implementation of the service desk
Now that basic service desk processes are built, review the performance of your existing ITSM tool and plan for a replacement if necessary.
5. Support your project
Hand over projects to the service desk and develop service desk customer service skills.
This guided implementation is a nine call advisory process.
Guided Implementation #1 - Lay the foundations of the service desk
Call #1 - Conduct current-state assessment and agent skills gap analysis.
Call #2 - Review service desk structure and identify agent skills, roles, and responsibilities.
Call #3 - Identify operations metrics, benchmarks, and reports.
Guided Implementation #2 - Design incident management processes
Call #1 - Design categorization, identify ticket channels, and build ticket templates.
Call #2 - Design escalation and prioritization guidelines, and review incident management workflows.
Guided Implementation #3 - Design request fulfilment processes
Call #1 - Differentiate between requests and projects; build request workflows.
Call #2 - Design processes and workflows to produce a targeted knowledgebase and self-help tools.
Guided Implementation #4 - Plan the implementation of the service desk
Call #1 - Review ITSM tool requirements and produce a vendor shortlist.
Call #2 - Build a communication plan and implementation roadmap.
- Title: Service Desk Course
- Number of Course Modules: 5
- Estimated Time to Complete: 2-2.5 hours
- Featured Analysts:
- Michel Hebert, Research Director, Infrastructure Practice
- Mark Tauschek, Vice-President of Research, Infrastructure & Operations Practice
- Now Playing: Executive Brief
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
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.
Outline service desk challenges.
- Service desk challenges
Review diagnostics results.
- Diagnostics results
Review current state assessment.
- Current state assessment
Review service desk structure and staffing.
- Service desk structure and staffing
Create a RACI chart to review accountabilities.
- RACI chart and skills gap analysis
List IT service support roles.
- Service desk roles
Review current task allocations.
- Service desk responsibilities
Create a list of required reports and metrics.
- Service desk metrics and reports, and balanced scorecard
Module 2: Design Incident Management
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.
Review incident management challenges.
- Incident management challenges
Define incident management workflows.
- Incident management workflow
Define critical incident management workflow.
- Critical incident management workflow
Design critical incident communication plan.
- Critical incident management communication plan
Identify opportunities to automate ticket creation.
- List of ticket templates
Identify opportunities to reduce recurring tickets.
- List of recurring tickets
Assess ticket categorization.
- Enhanced ticket categorization scheme
Enhance ticket classifications with resolution codes.
- Ticket resolution and status codes
Build a small number of rules to facilitate prioritization.
- Enhanced ticket prioritization scheme
Define escalation rules.
- Escalation guidelines
Define automated escalations.
- List of automatic escalations
Module 3: Design Request Fulfilment
Conduct a health check on service request fulfilment, improve its key elements, and align them to best practices.
Key Benefits Achieved
Develop workflows for service request fulfilment, prepare for a service catalog project, and put in place a process to build and maintain a knowledgebase targeted on your most important tickets.
Define service requests with SLAs.
- List of service requests
Build and critique request workflows.
- Service request workflows and estimated SLAs
Distinguish between requests and small projects.
- Criteria to distinguish between requests and projects
Review service definition checklist for standardized request models.
- Service request models for the service catalog
Develop self-help tools for end users.
- List of self-help tools for end users
Design knowledge management processes.
- Knowledge management policy and process
Create actionable knowledgebase articles.
- Article template; knowledgebase writing strategies and exercises
Module 4: Plan the Implementation of the Service Desk
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.
Create a requirements list for the service desk tool.
- ITSM tool requirements
Investigate which tool best meets your needs.
- Vendor shortlist and vendor briefing script
Create the communication plan.
- Comunication plan, executive presentation, and service desk SOP
Build an implementation roadmap.
- Service desk implementation roadmap
After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.