Standardize the Service Desk – Phase 1: Lay the Foundations of the Service Desk


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Outline service desk challenges, imagine your target state, and put in place the structure foundations that will help you develop it.

This phase will take you through the following activities:

  • Assess current state.
  • Build service desk structure.
  • Identify skills, roles, and responsibilities.
  • Identify metrics and reports.

Use this phase as part of the full blueprint, Standardize the Service Desk.

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