Service Desk Case Study of Olmsted Medical Center

Author(s): Jennifer Perrier, Sumit Chowdhury


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Over the years, 16 groups had emerged within Olmsted Medical Center that provided IT service desk support to employees, visitors, and patients. Info-Tech Research Group delivered a five-day Service Desk Optimization workshop to design an optimum structure for the target state service desk, consolidating the 16 disparate entities into a single organization.

Summary & Success

  • Defined roles and responsibilities for service desk staff and leadership, which included an interim staffing model that deployed technical resources in a part-time rotation.
  • Customized a severity model using the ITIL concepts of Impact and Urgency.
  • Defined metrics for five stakeholder groups.
  • Identified business requirements for a ticketing system.
  • Created a roadmap toward “Service Desk 2.0”

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