Multiple disparate service desks can lead to a lack of agility, high operating costs, and low end-user satisfaction. This blueprint will provide a structured approach to building a service desk consolidation strategy, including facilitating the development of a shared strategic vision, designing a detailed consolidated architecture, building a project roadmap, and communicating the change to ensure the organization reaps project benefits. The project is broken down into three phases:

  1. Develop a shared vision.
  2. Design the consolidated service desk.
  3. Plan the transition.

A smooth and successful consolidation will improve service delivery and end-user satisfaction with the service desk.

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Build a Service Desk Consolidation Strategy

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