Service Desk Consolidation Strategy Template

Author(s): Natalie Sansone

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This template is intended to be used as an aid in creating a strategy for consolidating two or more service desks into one. This strategy includes an overview of the project and its key objectives, summaries of the results of the current-state assessment and requirements gathering, the target state of the consolidated service desk including how it will be structured and operated, identification of processes and policies to define as part of the consolidation effort, a summary of requirements for an ITSM tool, the approach to consolidation, and a roadmap of initiatives.

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A consolidated service desk not only drives more efficient service but is the foundation for optimization and innovation.

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