Build a Right-Sized Service Desk for Small Enterprise – Phase 2: Design an Action Plan to Guide Next Steps


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It's more important to put in place light service desk processes you can sustain than to aim for a high degree of process maturity.

Use this phase of the project to:

  • Review service desk structure and reporting requirements.
  • Standardize best practice incident and service request management processes.
  • Put in place basic knowledge management processes that empower agents and end users to resolve issues quickly.

This phase will help you rationalize service desk roles and develop a consistent customer service experience.

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