Phase 1 will help you form a strategy for your Service Desk through the identification of key areas of improvement. It will also help you gain the support of your team and the business for the continual improvement plan. This phase will take you through the following activities:
- Determine goals and objectives.
- Identify CSFs, KPIs, and metrics.
- Conduct a full assessment of your Service Desk.
Use this phase as part of the full blueprint, Build a Continual Improvement Plan for the Service Desk.