Service Desk

Customer Journey Map

Use this template to develop a concrete understanding of the end user's experience with the service desk in order to improve service quality and meet customer goals.

Service Desk Outsourcing RFP Template

This template will allow you to create a detailed RFP for your outsourcing agreement.

Service Desk Outsourcing RFP Scoring Tool

This tool will help you score the responses from your vendor to assist in your selection.

Build a Service Desk Consolidation Strategy – Phases 1-3

Use this storyboard to understand why and how to design a strategy to consolidate multiple service desks into one.

Service Desk Consolidation TCO Comparison Tool

Use this tool to establish TCO models for your organization and compare service desk consolidation scenarios.

Service Desk Consolidation Communications and Training Plan Template

Use this template to develop a communications plan for your service desk consolidation project.

Standardize the Service Desk – Phases 1-5

A step-by-step document that helps you improve customer service and meet SLAs by driving consistency in your support approach.

Service Desk Roadmap

The Service Desk Roadmap helps track outstanding implementation activities from your service desk standardization project.

Build a Business Case to Improve Change Management Quick Guide

This quick guide is designed to help you build a business case to implement a change management process.

Change Management Pre-Implementation Checklist

This checklist is designed to help you make quick progress on building a pre-implementation checklist for your own change management practice.

Customer Journey Map Use this template to develop a concrete understanding of the end user's experience with the service desk in order to improve service quality and meet customer goals.
Service Desk Outsourcing RFP Template This template will allow you to create a detailed RFP for your outsourcing agreement.
Service Desk Outsourcing RFP Scoring Tool This tool will help you score the responses from your vendor to assist in your selection.
Build a Service Desk Consolidation Strategy – Phases 1-3 Use this storyboard to understand why and how to design a strategy to consolidate multiple service desks into one.
Service Desk Consolidation TCO Comparison Tool Use this tool to establish TCO models for your organization and compare service desk consolidation scenarios.
Service Desk Consolidation Communications and Training Plan Template Use this template to develop a communications plan for your service desk consolidation project.
Standardize the Service Desk – Phases 1-5 A step-by-step document that helps you improve customer service and meet SLAs by driving consistency in your support approach.
Service Desk Roadmap The Service Desk Roadmap helps track outstanding implementation activities from your service desk standardization project.
Build a Business Case to Improve Change Management Quick Guide This quick guide is designed to help you build a business case to implement a change management process.
Change Management Pre-Implementation Checklist This checklist is designed to help you make quick progress on building a pre-implementation checklist for your own change management practice.

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