Build a Service Desk Consolidation Strategy

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Your Challenge

  • Incompatible technologies. Organizations with more than one service desk are likely to have many legacy IT service management (ITSM) solutions. These come with a higher support cost, costly skill-set maintenance, and the inability to negotiate volume licensing discounts.
  • Inconsistent processes. Organizations with more than one service desk often have incompatible processes, which can lead to inconsistent service support across departments, less staffing flexibility, and higher support costs.
  • Lack of data integration. Without a single system and consistent processes, IT leaders often have only a partial view of service support activities. This can lead to rigid IT silos, limit the ability to troubleshoot problems, and streamline process workflows.

Our Advice

Critical Insight

  • Every step should put people first. It’s tempting to focus the strategy on designing processes and technologies for the target architecture. However, the most common barrier to success is workforce resistance to change.
  • A consolidated service desk is an investment, not a cost-reduction program. Focus on efficiency, customer service, and end-user satisfaction. There will be many cost savings, but viewing them as an indirect consequence of the pursuit of efficiency and customer service is the best approach.

Impact and Result

  • Conduct a comprehensive assessment of existing service desk people, processes, and technology.
  • Identify and retire resources and processes that are no longer meeting business needs, and consolidate and modernize resources and processes that are worth keeping.
  • Identify logistic and cost considerations and create a roadmap of consolidation initiatives.
  • Communicate the change and garner support for the consolidation initiative.

Contributors

  • Stacey Keener, IT Manager for the Human Health and Performance Directorate, Johnson Space Center, NASA
  • Umar Reed, Director of IT Support Services US, Denton US LLP
  • Maurice Pryce, IT Manager, City of Roswell, Georgia
  • Ian Goodhart, Senior Business Analyst, Allegis Group
  • Gerry Veugelaers, Service Delivery Manager, New Zealand Defence Force
  • Alisa Salley Rogers, Senior Service Desk Analyst, HCA IT&S Central/West Texas Division
  • Eddie Vidal, IS Service Desk Managers, University of Miami
  • John Conklin, Chief Information Officer, Helen of Troy LP
  • Russ Coles, Senior Manager, Computer Applications, York Region District Schoolboard
  • John Seddon, Principal, Vanguard Consulting
  • Ryan van Biljon, Director, Technical Services, Samanage
  • Rear Admiral Robert E. Day Jr. (ret.), Chief Information Officer, United States Coast Guard
  • George Bartha, Manager of Information Technology, Unifrax
  • Peter Hubbard, IT Service Management Consultant, Pink Elephant
  • Andre Gaudreau, Manager of School Technology Operations, York Region District School Board
  • Craig Nekola, Manager, Information Technology, Anoka County

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Get to Action

Start here – read the Executive Brief

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

  1. Develop a shared vision

    Engage stakeholders to develop a vision for the project and perform a comprehensive assessment of existing service desks.

  2. Design the consolidated service desk

    Outline the target state of the consolidated service desk and assess logistics and cost of consolidation.

  3. Plan the transition

    Build a project roadmap and communication plan.

Guided Implementation icon Guided Implementation

This guided implementation is an eight call advisory process.

    Guided Implementation #1 - Develop shared vision

  • Call #1: Build the project team and define their roles and responsibilities, then identify key stakeholders and formulate an engagement plan.

  • Call #2: Develop an executive visioning session plan to formulate and get buy-in for the goals and vision of the consolidation.

  • Call #3: Use diagnostics results and the service desk assessment tool to evaluate the maturity and environment of each service desk.

  • Guided Implementation #2 - Design consolidation

  • Call #1: Define the target state of the consolidated service desk in detail.

  • Call #2: Identify requirements for the consolidation, broken down by people, process, technology and by short- vs. long-term needs.

  • Call #3: Plan the logistics of the consolidation for process, technology, and facilities, and evaluate the cost and cost savings of consolidation with a TCO tool.

  • Guided Implementation #3 - Plan transition

  • Call #1: Identify specific initiatives for the consolidation project and evaluate the risks and dependencies for each, then plot initiatives on a detailed project roadmap.

  • Call #2: Brainstorm potential objections and questions and develop a communications plan with targeted messaging for each stakeholder group.

Onsite Workshop

Module 1: Engage Stakeholders to Develop a Vision for the Service Desk

The Purpose

  • Identify and engage key stakeholders.
  • Conduct an executive visioning session to define the scope and goals of the consolidation.

Key Benefits Achieved

  • A list of key stakeholders and an engagement plan to identify needs and garner support for the change.
  • A common vision for the consolidation initiative with clearly defined goals and objectives.

Activities: Outputs:
1.1 Identify key stakeholders and develop an engagement plan.
  • Stakeholder Engagement Workbook
1.2 Brainstorm desired service desk attributes.
1.3 Conduct an executive visioning session to craft a vision for the consolidated service desk.
1.4 Define project goals, principles, and KPIs.
  • Executive Presentation

Module 2: Conduct a Full Assessment of Each Service Desk

The Purpose

  • Assess the overall maturity, structure, organizational design, and performance of each service desk.
  • Assess current ITSM tools and how well they are meeting needs.

Key Benefits Achieved

  • A robust current state assessment of each service desk.
  • An understanding of agent skills, satisfaction, roles, and responsibilities.
  • An evaluation of existing ITSM tools and technology.

Activities: Outputs:
2.1 Review the results of diagnostics programs.
2.2 Map organizational structure and roles for each service desk.
2.3 Assess overall maturity and environment of each service desk.
  • Consolidate Service Desk Assessment Tool
2.4 Assess current information system environment.

Module 3: Design Target Consolidated Service Desk

The Purpose

  • Define the target state for consolidated service desk.
  • Identify requirements for the service desk and a supporting solution.

Key Benefits Achieved

  • Detailed requirements and vision for the consolidated service desk.
  • Gap analysis of current vs. target state.
  • Documented standardized processes and procedures.

Activities: Outputs:
3.1 Identify requirements for target consolidated service desk.
3.2 Build requirements document and shortlist for ITSM tool.
3.3 Use the scorecard comparison tool to assess the gap between existing service desks and target state.
  • Consolidate Service Desk Scorecard Tool
3.4 Document standardized processes for new service desk.
  • Consolidated Service Desk SOP

Module 4: Plan for the Transition

The Purpose

  • Break down the consolidation project into specific initiatives with a detailed timeline and assigned responsibilities.
  • Plan the logistics and cost of the consolidation for process, technology, and facilities.
  • Develop a communications plan.

Key Benefits Achieved

  • Initial analysis of the logistics and cost considerations to achieve the target.
  • A detailed project roadmap to migrate to a consolidated service desk.
  • A communications plan with responses to anticipated questions and objections.

Activities: Outputs:
4.1 Plan the logistics of the transition.
4.2 Assess the cost and savings of consolidation to refine business case.
  • Consolidation TCO Tool
4.3 Identify initiatives and develop a project roadmap.
  • Consolidation Roadmap
4.4 Plan communications for each stakeholder group.
  • Executive Presentation
  • Communications Plan
  • News Bulletin & FAQ Template

Workshop Icon Book Your Workshop

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 road map in place to complete your project successfully.

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