- The service desk is functional but has room for improvement and needs to be more consistent in service delivery.
- There may be plans to embrace new technologies, but concerns exist about moving poor processes into new solutions.
- The team knows changes need to happen, but it’s difficult to know where to start.
Our Advice
Critical Insight
- Use a data-driven strategy to standardize service desk processes for the benefit of both users and technicians.
Impact and Result
- Focus on standardizing and driving consistency on the service desk to be able to optimize support and improve interfacing processes.
- Without standardized processes, organizations become a mass of confusion, redundancies, and cost overruns. Standardization prevents wasted energy on reinventing solutions to recurring issues.
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.
9.6/10
Overall Impact
$40,765
Average $ Saved
28
Average Days Saved
Client
Experience
Impact
$ Saved
Days Saved
Reiter Affiliated Companies
Workshop
9/10
$34,250
20
Best the customer service and willing to help the us.
County of Los Alamos
Guided Implementation
10/10
$34,250
20
Extremely happy to be working with Theo. His expertise and advise on this topic has been very valuable to to our team as we make decisions on creat... Read More
Kentucky Housing Corporation
Workshop
10/10
N/A
50
The best part is that the entire team expressed their satisfaction with the workshop and participated throughout the week. The team left motivated... Read More
Goodwill Industries of Middle Tennessee, Inc.
Guided Implementation
10/10
$34,250
20
Treasury Board of Canada Secretariat - Data and Digital Policy Sector
Guided Implementation
10/10
$200K
120
The best part of our experience was how Frank took the time to work with us and how he "met the team where they were in their learning journey". Fr... Read More
Los Angeles County Public Defender
Guided Implementation
10/10
N/A
5
Worst part of this experience is to float high and low in how i wanted my Service Desk to flow and function efficiently. The best part was that Be... Read More
City of Conroe
Workshop
10/10
$68,500
32
Very informative, general where it needed to be while specific enough information to be useful in our unique environment.
The Pittsburgh Water and Sewer Authority
Guided Implementation
8/10
N/A
N/A
Ben did a good job of discussing how the service desk methodology and tools would translate for our use case which is a customer facing contact cen... Read More
City of Williamsburg, VA
Guided Implementation
10/10
$13,700
20
Emily was fantastic to work with. She knew every aspect of the engagement and ensured we stayed on track. I will request her again for future wor... Read More
Clark County Water Reclamation District (CCWRD)
Workshop
10/10
N/A
N/A
Best part: Instructor, Joe Riley. Joe gets it. His experiences, wrapped in his passion for service, teamwork, and excellence, empowered and chall... Read More
City of Winter Park
Guided Implementation
10/10
$13,700
5
Allison is very knowledgeable in the subject area. The experience so far has been built on collaboration and knowledge sharing.
City of Miramar
Workshop
10/10
N/A
10
The best part was how tailored it was for our environment. There was no bad experience in my honest opinion.
Monroe #1 BOCES
Workshop
8/10
$13,700
5
Facilitator was fantastic; most challenging aspect was solidifying internally what is within and outside of scope.
Sedgwick Cms
Workshop
9/10
$137K
55
Mahmoud was courteous, knowledgeable and took time to explain and walk the team through the workshop sessions also engage the team in completing ta... Read More
EndUser
Guided Implementation
10/10
$5,000
5
Allegheny County, PA
Guided Implementation
10/10
$68,500
50
Working with Sandi Conrad was truly a gift as she was so well versed on all of our needs for a new ITSM application. Her guidance and expertise wa... Read More
Parks Canada
Guided Implementation
10/10
$300K
50
As the Project Lead and National IT Manager, Service Management, standardizing our service desk is a very important priority for the Digital Servic... Read More
Cameron County, TX
Guided Implementation
10/10
N/A
50
Ms. Sugerman was patient and explained the processes in great detail. Her personality made her a great consultant to work with.
The City of Daytona Beach
Guided Implementation
10/10
N/A
N/A
I put N/A for the time and financial impact because without this engagement this would not have been done! I expect the benefits will be more stre... Read More
Field Law
Guided Implementation
8/10
$2,000
2
Pascua Yaqui Tribe
Guided Implementation
9/10
$2,603
5
Working with Frank has been an excellent experience since I'm a first-time manager. I have learned a lot and have gained new tools. The worst part ... Read More
Municipality of Chatham-Kent
Guided Implementation
8/10
N/A
N/A
The best part of the experience was getting to speak with David, Frank and Darrin. They provided excellent strategies and resource material. Ther... Read More
STgenetics
Guided Implementation
10/10
N/A
N/A
I want to thank Frank Trovato for this his expertise in help us with Standardization of Service Desk process. Best: Knowledge and expertise, un... Read More
DP World Australia Limited
Workshop
10/10
$45,500
10
What a fantastic facilitator Benjamin is. Best workshop. Knowledgeable and easy to work with and know how to get the best out of the participants. ... Read More
Erie 1 Board of Co-op Education Services
Workshop
10/10
$5,480
12
Jeremy was a good listener and worked to understand our process. It’s much different from other service desks and he took the time to listen and a... Read More
Highlands County Clerk of Courts
Guided Implementation
10/10
$6,850
2
Sun River Health
Guided Implementation
10/10
$13,700
20
Sandi is a great consultant. I like very much to work with Sandi.
City and County of Broomfield
Guided Implementation
10/10
N/A
N/A
Emily was extremely helpful and was able to provide tangible action items for me to take to my team.
Pima County Community College District
Guided Implementation
10/10
$23,997
120
Ben is simply the best! To make the most out of our service desk transformation, we needed the expert advice of an outsider. Ben filled the role ... Read More
The St. Thomas-Elgin General Hospital
Workshop
9/10
$50,000
35
BEST: - Knowledge acquired from the workshop - The workshop facilitator did an excellent job (knowledgable, prompted appropriately, gave relevant... Read More
Service Desk
Please note: This course will be updated in September 2024.
Strengthen your service desk to build a strong foundation for ITSM maturity.
This course makes up part of the Infrastructure & Operations Certificate.
- Course Modules: 5
- Estimated Completion Time: 2-2.5 hours
- Featured Analysts:
- Mahmoud Ramin, Research Analyst, Infrastructure Practice
- Allison Kinnaird, Research Lead, Infrastructure Practice
Workshop: Standardize the Service Desk
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 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: Current and future state, and service desk structure
The Purpose
Define current state and develop a service desk vision. Define service desk structure and ticket intake.
Key Benefits Achieved
Alignment on goals for workshop. Improved service desk structure and ticket intake and triage.
Activities
Outputs
Assess current state of the service desk and define objectives
- Current state assessment.
Build a user experience-driven service desk
Define service desk structure, roles & responsibilities
- Service desk structure and roles and responsibilities.
Improve ticket intake & triage
Improve ticket prioritization
- Ticket prioritization guidelines.
Module 2: Service Desk Data and Incident Resolution
The Purpose
Capture and report on the right data. Improve incident resolution.
Key Benefits Achieved
- Establish the foundation needed to capture useful data through effective ticket categories and metrics that enable continuous improvement.
- Documented and improved incident management workflow.
Activities
Outputs
Improve ticket categories
- Ticket categorization scheme.
Enable metrics and KPIs
- Metrics and reports.
Ensure ticket data quality
Improve incident management process
- Incident workflow.
Module 3: Service requests and shift left
The Purpose
Improve service request fulfillment and enable shift-left.
Key Benefits Achieved
- Clear differentiation between standard service and non-standard service requests and projects.
- Established process for building out and maintaining an internal and external knowledgebase.
- Increased self-service options.
Activities
Outputs
Build service request workflows
- Sample service request workflows and SLAs.
Build a targeted knowledgebase.
- Knowledgebase article template, processes, and workflows.
Prepare for a self-serve portal project
- Action items for portal improvements.
Module 4: Develop the roadmap
The Purpose
Communicate and implement the vision for a standardized service desk.
Key Benefits Achieved
- Align on the vision for the next steps of the service desk.
- Develop effective messaging for key stakeholders.
Activities
Outputs
Articulate a service desk vision statement
- Service desk vision statement.
Build a communication plan
- Project communication plan and executive presentation.
Build implementation roadmap
- Service Desk Roadmap.
- Service Desk SOP/QuickStart.