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World Class Operations

Service Desk Optimization

Provide timely and effective responses to user requests and resolution of all incidents

Immature or non-standardized Service Desk processes cause:

Low business satisfaction
Confused and unhappy end users
No root cause analysis leading to frequent workarounds and few resolutions
Wasted IT time and wages resolving the same issues time and again
Ineffective demand planning

A standardized Service Desk process results in:

Increased efficiency due to process repeatability
Improved end-user satisfaction resulting from appropriate expectations
Optimized IT reliability and achievable Service Level Agreements
Decreased recurring issues due to the facilitation of self-help and tracking

Here's How: 5 Days Custom to You

	Day 1	Day 2	Day 3	Day 4	Day 5
	Service Desk Workshop
8 AM	Define the Service Desk Structure Standardize and document Service Desk supported systems to better maintain the organization. Fulfilled roles and responsibilities Ticket logging mediums Defined policies Service request allocation matrix	Define Ticket Prioritization and Escalation Rules Ensure incidents are handled in the most efficient manner by the proper roles/team. Incident allocation matrix Ticket prioritization scheme & workflows Incident escalation rules matrix	Define Ticket Classification and Tracking Procedures Develop a classification schema that can appropriately categorize tickets. List of known errors Centralized knowledge database List of tracking metrics	Equip Service Desk Staff for Success Evaluate existing Service Desk tool against new procedural and reporting needs to ensure a good fit. Shortlist of core Service Desk system requirements A Service Desk team equipped for success	Review SOP and Debrief Determine how deep to go when tracking benefits; determine how to reinforce a service first mantra. Summary of the goals identified and accomplished List of outstanding action items
9 AM
10 AM
11 AM
12 PM
1 PM
2 PM
3 PM
4 PM

WHY IMPROVE
GET IT DONE IN A WEEK
KEY DELIVERABLES
OUR EXPERTS

Book A Workshop

The Service Desk workshop has one goal: Provide clear, measurable improvements to your Service Desk in a week.

Use the knowledge of your team and our Experienced Analysts to formalize and build your service desk now.

View Workshop Outline

OR

Use the Research

Our Service Desk Research is designed to enable you to make yourself World Class. We do this by:

Breaking down everything your Service Desk needs to do into digestible steps
Providing actionable instructions on how to complete and triage all requests

We recommend that you do all the modules to start formalizing and building your service desk.

Talk to our Team

Service Desk Optimization Workshop Outline

Module 1: Define the Service Desk Structure
Module 2: Define Ticket Prioritization and Escalation Rules
Module 3: Define Ticket Classification and Tracking Procedures
Module 4: Equip Service Desk Staff for Success
Module 5: Review SOP and Debrief

Module 1: Define the Service Desk Structure

1.1 Define roles and responsibilities	1.2 Define policies and system support	1.3 Identify key service requests	1.4 Build workflows

Service Desk roles and responsibilities	Document list of acceptable use policies	Identify problems with fulfilling service requests	Service request workflows

Decision rights by role	Document supported systems	Document standard and non-standard service requests, responsibilities, and processes

Module 2: Define Ticket Prioritization and Escalation Rules

2.1 Define Incidents	2.2 Define Ticket Prioritization Rules	2.3 Define Ticket Escalation Rules

Problems with resolving incidents	Organizational goals and executive priorities	Assess current escalation process

Known errors and common incidents	Identify incident severity	Incident escalation rules

Incident workflow	Outline internal service level details	Problem registration criteria

		Incident escalation workflows

Module 3: Define Ticket Classification and Tracking Procedures

3.1 Define Ticket Classifications	3.2 Build Knowledge Base	3.3 Build Tracking and Reporting

Assess current classification scheme to identify areas for improvement	Don't reinvent the wheel: use what you already have as a starting point	Assess current tracking and reporting process and capability

Outline a three level classification scheme	Is there a Service Desk knowledge base?	Identify which key Service Desk metrics will be tracked

Identify required ticket information	Analyze knowledge base features	Simplify ongoing assessment with the Service Desk Performance Tracking Tool

Classification triage and workflows	Manage the Service Desk knowledge base	Outline reporting communication needs for each stakeholder group

Module 4: Equip Service Desk Staff for Success

4.1 Evaluate Service Desk Tools		4.2 Equip Staff for Success

Assess current business-related capabilities vs. new requirements		Improve the Service Orientation of IT Staff

Assess current technological capabilities vs. new requirements		Launch the new Service Desk process

Evaluate other Service Desk solutions

Evaluate Service Desk solution TCO

Module 5: Review SOP and Debrief

5.1 Review Final SOP		5.2 Conduct Workshop Debrief

Review Purpose and Scope		Review Goals

Review Roles & Responsibilities		Address Outstanding Issues

Review Processes & Reporting

Visitors Edition
Already a member? Sign In.

Membership Help?

World Class Operations

Provide timely and effective responses to user requests and resolution of all incidents

Immature or non-standardized Service Desk processes cause:

A standardized Service Desk process results in:

Here's How: 5 Days Custom to You

Service Desk Primary Deliverables

Our Strategy Executive Advisors

Book A Workshop

OR

Use the Research

Service Desk Optimization Workshop Outline

Module 1: Define the Service Desk Structure

Module 2: Define Ticket Prioritization and Escalation Rules

Module 3: Define Ticket Classification and Tracking Procedures

Module 4: Equip Service Desk Staff for Success

Module 5: Review SOP and Debrief

Book Now

Visitors Edition Already a member? Sign In.

Membership Help?

World Class Operations

Provide timely and effective responses to user requests and resolution of all incidents

Immature or non-standardized Service Desk processes cause:

A standardized Service Desk process results in:

Here's How: 5 Days Custom to You

Service Desk Primary Deliverables

Our Strategy Executive Advisors

Book A Workshop

OR

Use the Research

Service Desk Optimization Workshop Outline

Module 1: Define the Service Desk Structure

Module 2: Define Ticket Prioritization and Escalation Rules

Module 3: Define Ticket Classification and Tracking Procedures

Module 4: Equip Service Desk Staff for Success

Module 5: Review SOP and Debrief

Visitors Edition
Already a member? Sign In.