Standardize the Service Desk – Phases 1-4


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Use this template to build and improve essential service desk processes, including incident management, request fulfillment, and knowledge management.

Project deliverables include:

  • Service desk roles and responsibilities.
  • An IT skills inventory and gap analysis.
  • An improved ticket categorization.
  • Service desk metrics and reporting.
  • Improved incident and request workflows.
  • A ticket prioritization and escalation matrix.
  • Templates for recurring tickets
  • A knowledgebase requirements list and article template.
  • ITSM tool requirements and vendor shortlist

Strengthen your service desk to build a strong ITSM foundation and support the intermediate service management process maturity you need.

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