Analyze Your ITSM Ticket Data

​​​This blueprint helps you identify your most crucial ticket data and analyze the data to continually mature your daily, weekly, and monthly IT service management...
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Build a Service Desk Consolidation Strategy

Supporting multiple service desks can be costly and inefficient and produce poor or inconsistent service delivery. This project will help you build a strategy to...
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Build Better Workflows

You can’t mature processes without also documenting them. Process documentation is most effective when workflows are both written out and visualized in the form of flow...

Design a VIP Experience for Your Service Desk

Design a VIP support model for the service desk that meets the needs of your executives – but doesn’t negatively impact service delivery to the rest of the organization –...

Reduce Shadow IT With a Service Request Catalog

As the business gets more innovative to solve its problems, IT finds itself in reactive mode, dealing with software bloat, managing surprise SaaS renewals, and having to...
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Transition Projects Over to the Service Desk

Leverage the storyboard and associated materials to build a plan for developing a project handover that the service desk will use to support the new application/product....

Take Action on Service Desk Customer Feedback

Understand how and why to measure customer satisfaction with the service desk, then design both a transactional and relationship survey to collect feedback, and build a...

Right-Size the Service Desk for Small Enterprise

Small enterprises have many of the same issues as large ones, but with far fewer resources. Focus on the most important aspects to improve customer service.
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Define Requirements for Outsourcing the Service Desk

Cost reduction has traditionally been an incentive for outsourcing the service desk. This is especially the case for those organizations that don’t have minimal processes...
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Build an ITSM Tool Implementation Plan

An ITSM tool implementation project can be complicated with vendors relying on project managers to define the implementation parameters. Project managers often must make...
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