Standardize the Service Desk

Strengthen your service desk to build a strong ITSM foundation.

Onsite Workshop

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.

Standardizing service desk processes will:

  • Reduce average time to resolve incidents and average time to implement requests.
  • Reduce service support operating costs.
  • Improve satisfaction with every IT service.

Module 1: Lay Service Desk Foundations

The Purpose

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.

Activities: Outputs:
1.1 Outline service desk challenges.
  • Service desk challenges
1.2 Review diagnostics results.
  • Diagnostics results
1.3 Review current state assessment.
  • Current state assessment
1.4 Review service desk structure and staffing.
  • Service desk structure and staffing
1.5 Create a RACI chart to review accountabilities.
  • RACI chart and skills gap analysis
1.6 List IT service support roles.
  • Service desk roles
1.7 Review current task allocations.
  • Service desk responsibilities
1.8 Create a list of required reports and metrics.
  • Service desk metrics and reports, and balanced scorecard

Module 2: Design Incident Management

The Purpose

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.

Activities: Outputs:
2.1 Review incident management challenges.
  • Incident management challenges
2.2 Define incident management workflows.
  • Incident management workflow
2.3 Define critical incident management workflow.
  • Critical incident management workflow
2.4 Design critical incident communication plan.
  • Critical incident management communication plan
2.5 Identify opportunities to automate ticket creation.
  • List of ticket templates
2.6 Identify opportunities to reduce recurring tickets.
  • List of recurring tickets
2.7 Assess ticket categorization.
  • Enhanced ticket categorization scheme
2.8 Enhance ticket classifications with resolution codes.
  • Ticket resolution and status codes
2.9 Build a small number of rules to facilitate prioritization.
  • Enhanced ticket prioritization scheme
2.10 Define escalation rules.
  • Escalation guidelines
2.11 Define automated escalations.
  • List of automatic escalations

Module 3: Design Request Fulfilment

The Purpose

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.

Activities: Outputs:
3.1 Define service requests with SLAs.
  • List of service requests
3.2 Build and critique request workflows.
  • Service request workflows and estimated SLAs
3.3 Distinguish between requests and small projects.
  • Criteria to distinguish between requests and projects
3.4 Review service definition checklist for standardized request models.
  • Service request models for the service catalog
3.5 Develop self-help tools for end users.
  • List of self-help tools for end users
3.6 Design knowledge management processes.
  • Knowledge management policy and process
3.7 Create actionable knowledgebase articles.
  • Article template; knowledgebase writing strategies and exercises

Module 4: Plan the Implementation of the Service Desk

The Purpose

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.

Activities: Outputs:
4.1 Create a requirements list for the service desk tool.
  • ITSM tool requirements
4.2 Investigate which tool best meets your needs.
  • Vendor shortlist and vendor briefing script
4.3 Create the communication plan.
  • Comunication plan, executive presentation, and service desk SOP
4.4 Build an implementation roadmap.
  • Service desk implementation roadmap

Workshop icon 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 road map in place to complete your project successfully.

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Case Studies and Deliverables

Service Desk SOP for an Energy Company

With a new service desk tool coming in the following week, the organization wanted to formalize their service desk processes to ensure all requirements were met, and create a formal document to move forward with.


Service Desk SOP for a Public Sector Organization

Increasing staff and an organizational need to improve the maturity of the service desk meant IT had to rebuild its service desk to ensure all requests were handled efficiently and effectively.


Service Desk Case Study of Olmsted Medical Center

Over the years, 16 groups had emerged within Olmsted Medical Center that provided IT service desk support to employees, visitors, and patients. Info-Tech Research Group delivered a five-day Service Desk Optimization workshop to design an optimum structure for the target state service desk, consolidating the 16 disparate entities into a single organization.


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