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Build a Right-Sized Service Desk for Small Enterprise

Keep sustainability front of mind to develop a service desk that suits your needs.

  • Small enterprises with constrained resources should design a service desk that optimizes the use of standardized processes and leverages self-service tools.
  • Speak with one of our expert analysts to align your service desk with organizational needs, identify high-priority efforts that address service gaps, and right-size best practices to fit within your staffing and capacity constraints.

Our Advice

Critical Insight

  • Don’t over-complicate the service desk. Adopt a set of processes that match your organization’s maturity and focus on service effectiveness and timeliness.

Impact and Result

  • Demonstrate value with metrics and reports that track performance.
  • Decide on a service desk model that is tailored to meet the needs of your organization.
  • Build incident and request processes to improve the effectiveness and timeliness of the service desk.
  • Promote knowledge sharing and empower end users to address issues on their own.

Build a Right-Sized Service Desk for Small Enterprise Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should build a right-sized service desk, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Assess the current state of the service desk

Use the activities in this section to collect end-user feedback and identify service gaps.

3. Communicate and teach service desk best practices

Use the activities in this section to foster knowledge sharing and cross-organizational collaboration.

Member Testimonials

After each Info-Tech experience, we ask our members to quantify the real-time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this blueprint and what our clients have to say.




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Guided Implementation




Onsite Workshop: Build a Right-Sized Service Desk for Small Enterprise

Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Lay Service Desk Foundations

The Purpose

  • Conduct a current state assessment of the existing service desk.

Key Benefits Achieved

  • Assess the process maturity, structure, staffing, and key metrics of the existing service desk, and determine your target state.




Outline service desk challenges.

  • Service desk challenges

Review diagnostics results.

  • Diagnostics results

Review current state assessment.

  • Current state assessment

Review service desk structure and staffing

  • Service desk structure and staffing

Create a RACI chart to review accountabilities.

  • RACI chart and skills gap analysis

List IT service support roles.

  • Service desk roles

Review current task allocations.

  • Service desk responsibilities

Create a list of required reports and metrics.

  • Service desk metrics and reports, and balanced scorecard

Module 2: Design Incident Management

The Purpose

  • Conduct a health check on incident management processes, improve the key elements, and align them to best practices.

Key Benefits Achieved

  • Develop workflows for incident and critical incident management processes, and develop guidelines for ticket handling, categorization, prioritization, and escalation.




Review incident management challenges.

  • Incident management challenges

Define incident management workflows.

  • Incident management workflow

Define critical incident management workflow.

  • Critical incident management workflow

Design critical incident communication plan.

  • Critical incident management communication plan

Identify opportunities to automate ticket creation.

  • List of ticket templates

Identify opportunities to reduce recurring tickets.

  • List of recurring tickets

Assess ticket categorization.

  • Enhanced ticket categorization scheme

Enhance ticket classifications with resolution codes.

  • Ticket resolution and status codes

Build a small number of rules to facilitate prioritization.

  • Enhanced ticket prioritization scheme

Define escalation rules.

  • Escalation guidelines

Define automated escalations.

  • List of automatic escalations

Module 3: Design Request Fulfillment

The Purpose

  • Conduct a health check on service request fulfillment, improve its key elements, and align them to best practices.

Key Benefits Achieved

  • Develop workflows for service request fulfillment, prepare for a service catalog project, and put in place a process to build and maintain a knowledgebase targeted on your most important tickets.




Define service requests with SLAs.

  • List of service requests

Build and critique request workflows.

  • Service request workflows and estimated SLAs

Distinguish between requests and small projects.

  • Criteria to distinguish between requests and projects

Review service definition checklist for standardized request models.

  • Service request models for the service catalog

Develop self-help tools for end users.

  • List of self-help tools for end users

Design knowledge management processes.

  • Knowledge management policy and process

Create actionable knowledgebase articles.

  • Article template; knowledgebase writing strategies and exercises

Module 4: Plan the Implementation of the Service Desk

The Purpose

  • Prepare to implement the service desk processes built in previous modules.

Key Benefits Achieved

  • Compile requirements for service desk software, build a communication plan, and develop an implementation roadmap.




Create a requirements list for the service desk tool.

  • ITSM tool requirements

Investigate which tool best meets your needs.

  • Vendor shortlist and vendor briefing script

Create the communication plan.

  • Communication plan, executive presentation, and service desk SOP

Build an implementation roadmap.

  • Service desk implementation roadmap

About Info-Tech

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your IT problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 3-phase advisory process. You'll receive 6 touchpoints with our researchers, all included in your membership.

Guided Implementation #1 - Plan a strategy
  • Call #1 - Review the results of the service desk diagnostics
  • Call #2 - Develop a service desk strategy

Guided Implementation #2 - Design an action plan
  • Call #1 - Discuss service desk staffing and skills gaps; define service desk roles, responsibilities, and decision rights
  • Call #2 - Develop sustainable incident, request, and knowledge management processes

Guided Implementation #3 - Execute the action plan
  • Call #1 - Define requirements for an affordable service desk solution
  • Call #2 - Review the standard operating procedure document and service desk roadmap


Ryan Welham

Cassandra Cooper

George Goodall


  • Kevin Vigil, Director of IT, Southwest CARE Center
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