Build a Continual Improvement Plan for the Service Desk
Teach your old service desk new tricks.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Failing to implement a continual improvement plan can lead to:
- Proliferation of wasteful processes.
- A loss of service desk quality in the long term.
- Failure to sustain standardized service desk processes.
- Loss of alignment to changing business needs.
- Measuring service desk performance with poorly designed metrics.
Building a continual improvement plan leads to:
- A positive shift in work culture.
- Identification of previously unknown harmful practices or processes.
- Alignment of IT strategy to business goals.
- Establishing the service desk as a proactive leader in IT.
- Improvement in IT’s reputation within the business.
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Module 1: Focus the Continual Improvement Plan
The Purpose
Outline the key objectives of your continual improvement plan and align them to organizational goals.
Key Benefits Achieved
Clear identification of continual improvement goals, direction, and metrics to be measured and reported on.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Determine organizational goals and objective of continual service improvement plan. |
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| 1.2 | Identify critical success factors. |
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Module 2: Assess the Service Desk; Identify and Prioritize Service Improvement Initiatives
The Purpose
- Conduct a full assessment of service desk performance.
- Create a list of improvement initiatives that align with organizational goals.
- Determine the timeline and priority of goal completion.
Key Benefits Achieved
- Understand the improvement needs of the Service Desk from both metrics and the perspectives of key stakeholders.
- High value initiatives identified.
- Initiatives that are “quick wins” are prioritized first to demonstrate immediate benefit to the business.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Conduct a service desk assessment. |
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| 2.2 | Prioritize service desk improvement initiatives. |
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Module 3: Build the Continual Improvement Plan
The Purpose
Use items from the previous day’s activities to complete a continual improvement plan and action plan roadmap.
Key Benefits Achieved
All information necessary for the implementation of a continual improvement plan will be arranged in a concise document with a supporting roadmap to break down each improvement initiative into specific tasks with clear responsibility and timelines.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Build the service desk continual improvement plan. |
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Module 4: Implement and Monitor the Continual Improvement Plan
The Purpose
Now that the continual improvement plan (CIP) is complete, it is critical to establish an effective monitoring and reporting strategy.
Key Benefits Achieved
- A monitoring strategy will ensure the success and sustainability of the CIP through regular communication and the involvement of key stakeholders.
- Reporting and reflecting on lessons learned will keep the momentum going and improve the process for the next improvement cycle.
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Build a process to monitor progress and measure outcomes. |
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| 4.2 | Reflect on lessons learned. |
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