- 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.
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.
Client
Experience
Impact
$ Saved
Days Saved
Lane Council of Governments
Guided Implementation
10/10
$61,999
105
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.
Activities
Outputs
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.
Activities
Outputs
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.
Activities
Outputs
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.
Activities
Outputs
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