Build a Right-Sized Service Desk for Small Enterprise

Invest in light tools and processes that you can sustain.

Onsite Workshop

Inconsistent or poor service desk processes result in:

  • Low end-user satisfaction and high cost to resolve
  • Unresolved issues
  • Lost resources / accountability
  • Poor planning

Light, sustainable service desk processes can help small enterprise IT shops:

  • Improve business satisfaction
  • Decrease recurring issues
  • Increase efficiency and lower cost to serve
  • Enhance demand planning

Module 1: Plan a Quick Service Desk Strategy

The Purpose

  • Make the case to build a better small enterprise (SE) service desk.
  • Develop a service desk strategy.

Key Benefits Achieved

  • Garner support for the service desk initiative.
  • Identify high priority efforts.

Activities: Outputs:
1.1 Brainstorm service desk challenges
  • List of potential improvements
1.2 Draft an executive presentation
  • Executive support for the initiative

Module 2: Design an Action Plan to Guide Next Steps

The Purpose

  • Review the service desk structure and reporting requirements.
  • Standardize best practice incident management processes.
  • Design a knowledgebase.
  • Standardize best practice service request management processes.

Key Benefits Achieved

  • Rationalize service desk roles and increase efficiency.
  • Foreground critical issues.
  • Document known-errors and workarounds, and provide end users with a self-serve option.
  • Develop a consistent service offering and prepare for a future service catalog.

Activities: Outputs:
2.1 List IT roles related to service desk
  • List of roles and responsibilities
2.2 Review ticket categorization scheme
  • Validated ticket categorization scheme
2.3 Identify reports that management requires
  • List of required reports
2.4 Create a decision rights matrix
  • Decision rights
2.5 Build ticket prioritization rules
  • List of ticket prioritization rules
2.6 Define escalation rules
  • List of escalation rules
2.7 Define incident management workflow
  • Incident management workflow
2.8 Define service management workflow
  • Service management workflow
2.9 Identify potential knowledgebase articles
  • Five high-impact knowledgebase articles

Module 3: Execute the Service Desk Action Plan

The Purpose

  • Review service desk tool requirements.
  • Review standard operating procedures.
  • Review the action plan.

Key Benefits Achieved

  • Ensure the tool meets requirements.
  • Capture the new service desk processes.
  • Plan next steps.

Activities: Outputs:
3.1 Organize your tool procurement
  • List of requirements and demo script
3.2 Review project timelines
  • Service desk action plan

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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 road map in place to complete your project successfully.

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