Extend the Service Desk to the Enterprise

Position IT as an innovator.

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Your Challenge

  • CIOs and service managers struggle to guide non-IT service providers as they strive to emulate and replicate the quality service management processes at which IT excels.
  • The IT service desk is the exemplar of quality service management. Non-IT functions in the enterprise are examining these practices with an eye to replicating them. Meanwhile, service desk solution providers are producing applications designed with non-IT users in mind.
  • Extending service management to other business functions is a great opportunity to position IT as a strategic innovator.
  • The challenge is that non-IT functions are not familiar with the principles of service management.

Our Advice

Critical Insight

  • Extending the service desk will cut costs and improve customer service. The cost savings come from economies of scope – advantages that result when distinct products or services are produced with similar processes.
  • Focus on the business functions that are ready to join the initiative to garner organizational support.

Impact and Result

  • CIOs can champion enterprise service management to garner support for the initiative among management and peers.
  • Service managers need a project plan to guide non-IT business functions as they define a business service catalog, build user-facing processes and workflows, and extend the service desk to the enterprise.

Contributors

  • Tom Lynch, CIO, Suffolk University
  • Kathleen Witwicki, Manager, IS Support, Graymont
  • Justin Johnson, IT Systems Manager, Kansas City Chiefs Football Club
  • David Kangethe, ITSM Director, Lifecare International
  • Scott Walling, Co-founder, Monitor 24-7
  • Graham Furnis, IT Management Consultant, Pink Elephant
  • Cathy Downey, Manager, Business Analysis, Graymont
  • Ricardo Chavira, Director, Service Desk, Yale University
  • Darryl Hobbs, Manager, Service Delivery, NZ Statistics
  • Don Gregersen, IT Director, Thorpe Specialty Services Corporation
  • Patrick Savard, Sales Enablement Manager, Savard Solutions, LLC
  • Olaf Van Der Vossen, Service Manager, CERN
  • Reinoud Martens, Service Manager, CERN
  • John Borst, Director IT, Enterprise Operations, Cenveo
  • Tess Savini, IT Customer Support Manager, Moog
  • Todd Felker, Infrastructure and Security Architect, Torrance Memorial Medical Center
  • Alison Taylor, Director, Evaluations (retired), Shared Services Canada
  • Jan van Bon, Service Management Architect, Inform-IT
  • Robert Coules, Consultant, Chelmsford, UK
  • Denis Papens, Service Management Tooling, BNP Paribas
  • Tushar Dingale, Operational Excellence COE Specialist, Amdocs
  • Branimir Valentic, Managing Director, itego element d.o.o.
  • Maurice Job, Consultant, Taranaki, New Zealand
  • Thomas Powers, Global Support Manager, Avid Technologies
  • Rajen Doshi, Senior Business Consultant, Pegasystems

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Get to Action

Start here – read the Executive Brief

Read our concise Executive Brief to find out how extending the service desk to the enterprise could help your organization achieve business goals, review Info-Tech’s methodology, and discover the four ways we can support you in completing this project.

  1. Define the scope of the project

    Assess current state and brainstorm non-IT services.

  2. Design the service

    Describe the new service and its cost and support.

  3. Build the service desk

    Define service desk target state and coach support teams.

Guided Implementation icon Guided Implementation

This guided implementation is an eight call advisory process.

    Guided Implementation #1 - Define project scope

  • Call #1: Review the results of your diagnostic to inform your current state assessment.

  • Call #2: Conduct a discovery meeting to brainstorm potential services for inclusion in the service portfolio.

  • Call #3: Share the initial case for the project with key stakeholders to garner support.

  • Guided Implementation #2 - Design the service

  • Call #1: Initiate the service design process to identify a service manager and assemble the service design team.

  • Call #2: Build service request workflows for each new service request associated with the new service.

  • Call #3: Build incident and escalation workflows to define how the organization will restore service.

  • Guided Implementation #3 - Build the service desk

  • Call #1: Review the Service Definition Checklist to assess the impact of the extension on the service desk mandate.

  • Call #2: Create the communication plan and executive presentation.

Onsite Workshop

Module 1: Define the Scope of the Project

The Purpose

  • Review the results of diagnostic survey.
  • Identify a prioritized list of non-IT services.
  • Share the initial case with project stakeholders. 

Key Benefits Achieved

  • Inform current state assessment with relevant data.
  • Identify potential non-IT services for inclusion in the service portfolio.
  • Garner support for the project. 

Activities: Outputs:
1.1 Review the results of your diagnostic to inform your current state assessment.
  • Put in place key metrics to get a baseline and measure service management performance.
1.2 Conduct a discovery meeting to brainstorm potential services for inclusion in the service portfolio.
  • Position the project as an opportunity to streamline internal service support.
1.3 Make the case to garner support for the project.
  • Evaluate the current state of service management in IT to assess project readiness.

Module 2: Design the Service

The Purpose

  • Develop a service design process.
  • Build the service description and define self-help options.
  • Generate the details concerning service cost and delivery. 

Key Benefits Achieved

  • Plan a structured approach to identify a service manager for non-IT services and assemble the service design team.
  • Coordinate initial service design activities and build relevant workflows.
  • Determine how the organization will support and deliver the service.

Activities: Outputs:
2.1 Initiate the service design process to identify a service manager and assemble the service design team.
  • A clearly-defined, high-level service definition that outlines key requirements.
2.2 Coordinate service design activities.
  • A coordination plan for service design activities.
2.3 Build service request workflows for each new service request associated with the new service.
  • A service design package that includes the essential elements to describe and support the service.
2.4 Create a matrix to establish decision rights for non-IT service desk interactions.
  • Information on how the organization will support the service.
2.5 Build incident and escalation workflows to define how the organization will restore service.
  • The technical details concerning how the organization will restore the service after interruptions.

Module 3: Build the Service Desk

The Purpose

  • Develop service desk solution requirements for the extended service desk.
  • Build a service desk roadmap and communication plan. 

Key Benefits Achieved

  • Determine whether the current ITSM solution can support an extended service desk.
  • Ensure project momentum. 

Activities: Outputs:
3.1 Review the Service Definition Checklist to assess the impact of the extension on the service desk mandate.
  • Define the mandate and architecture of the extended service desk.
3.2 Build a requirements document and demo script for an ITSM solution that is efficiently extensible to the enterprise.
  • Determine whether your ITSM solution can support an extended service desk.
3.3 Create the communication plan to identify when and where communication must take place.
  • Identify documentation and training to provide service desk agents with the support they need.
3.4 Review the executive presentation to discuss next steps.
  • Build a service desk roadmap and a communication plan to ensure project momentum.

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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