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Standardize the Service Desk

Improve customer service by driving consistency in your support approach and meeting SLAs.

  • Not everyone embraces their role in service support. Specialists would rather work on projects than provide service support.
  • The Service Desk lacks processes and workflows to provide consistent service. Service desk managers struggle to set and meet service-level expectations, which further compromises end-user satisfaction.

Our Advice

Critical Insight

  • Service desk improvement is an exercise in organizational change. Engage specialists across the IT organization in building the solution. Establish a single service-support team across the IT group and enforce it with a cooperative, customer-focused culture.
  • Don’t be fooled by a tool that’s new. A new service desk tool alone won’t solve the problem. Service desk maturity improvements depend on putting in place the right people and processes to support the technology.

Impact and Result

  • Create a consistent customer service experience for service desk patrons, and increase efficiency, first-call resolution, and end-user satisfaction with the Service Desk.
  • Decrease time and cost to resolve service desk tickets.
  • Understand and address reporting needs to address root causes and measure success and build a solid foundation for future IT service improvements.

Standardize the Service Desk

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should standardize the service desk, review Info-Tech’s methodology, and understand the four ways we can support you as you complete the project.

1. Lay service desk foundations

Identify your service desk challenges and strengths, review service support best practices, determine your operations metrics, and identify ticket handling procedures.

2. Design incident management processes

Discuss the building blocks of incident management process, incident workflows, ticket handling guidelines, prioritization, and escalation guidelines.

3. Design request fulfilment processes

Better understand request fulfillment process including service request workflows, proceeding with better knowledge management, and developing self-service portal to support shift-left strategy.

4. Plan the implementation of the service desk

Establish a clear service desk roadmap for each task, define timeline and ownership, and build a plan to communicate the changes to key stakeholders.


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.

9.5/10


Overall Impact

$22,527


Average $ Saved

20


Average Days Saved

Client

Experience

Impact

$ Saved

Days Saved

RPC Inc.

Guided Implementation

10/10

$30,989

20

City Of Kawartha Lakes

Workshop

10/10

$25,000

10

Truckee Meadows Water Authority

Workshop

10/10

$2,479

10

Chief Industries, Inc.

Guided Implementation

10/10

$12,395

20

Lendmark Financial Services, LLC

Guided Implementation

10/10

$12,395

2

C2P Enterprises

Guided Implementation

10/10

$5,000

18

Brockton Everlast Management Limited

Guided Implementation

10/10

$42,870

32

Reedy Creek Improvement District

Workshop

7/10

N/A

10

Corporation Of The City Of Orillia

Guided Implementation

8/10

$2,000

5

San Manuel Band of Mission Indians

Guided Implementation

10/10

$12,395

2

Hitchiner Manufacturing Company

Guided Implementation

10/10

$17,973

20

California State University, Stanislaus

Guided Implementation

10/10

$123K

60

City Of Bakersfield

Guided Implementation

10/10

$7,437

5

Hillsborough County Sheriff's Office

Guided Implementation

10/10

$12,063

20

City Of Bakersfield

Guided Implementation

10/10

$12,395

9

Cobb EMC

Workshop

10/10

$29,130

95

Natural Resources Canada

Guided Implementation

9/10

N/A

N/A

Keyano College

Guided Implementation

10/10

$25,000

5

Keyano College

Guided Implementation

10/10

$25,000

10

Cross Country Mortgage, Inc.

Guided Implementation

10/10

$29,130

20

Knights of Columbus

Workshop

10/10

$2,479

20

Westmoreland Mining LLC

Workshop

8/10

N/A

5

Cayman Islands Health Services Authority

Guided Implementation

8/10

$11,156

23

General Conference of Seventh-day Adventists

Workshop

10/10

N/A

50

Utah Valley University

Workshop

8/10

$30,731

20

City of Virginia Beach

Guided Implementation

10/10

$14,255

20

Adler University

Guided Implementation

10/10

$20,500

120

Dark Fibre Africa

Guided Implementation

8/10

$29,130

23

Explore Edmonton Co. (ECC)

Guided Implementation

9/10

N/A

5

Clark Schaefer Hackett

Guided Implementation

9/10

$11,156

20


Service Desk

Strengthen your service desk to build a strong foundation for ITSM maturity.
This course makes up part of the Infrastructure & Operations Certificate.

Now Playing: Academy: Service Desk | Executive Brief

An active membership is required to access Info-Tech Academy
  • Course Modules: 5
  • Estimated Completion Time: 2-2.5 hours
  • Featured Analysts:
  • Mahmoud Ramin, Research Analyst, Infrastructure Practice
  • Allison Kinnaird, Research Lead, Infrastructure Practice

Onsite Workshop: Standardize the Service Desk

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

Discover your challenges and understand what roles, metrics, and ticket handling procedures are needed to tackle the challenges.

Key Benefits Achieved

  • Set a clear understanding about the importance of service desk to your organization and service desk best practices.

Activities

Outputs

1.1

Assess current state of the service desk.

  • Current state assessment
1.2

Review service desk and shift-left strategy.

  • Shift-left strategy and implications
1.3

Identify service desk metrics and reports.

  • Service desk metrics and reports
1.4

Identify ticket handling procedures

  • Ticket handling procedures

Module 2: Design Incident Management

The Purpose

  • Build workflows for incident and critical incident tickets.

Key Benefits Achieved

  • Distinguish incidents from service requests.
  • Ticket categorization facilitates ticket. routing and reporting.
  • Develop an SLA for your service desk team for a consistent service delivery.

Activities

Outputs

2.1

Build incident and critical incident management workflows.

  • Incident and critical incident management workflows
2.2

Design ticket categorization scheme and proper ticket handling guidelines.

  • Ticket categorization scheme
2.3

Design incident escalation and prioritization guidelines.

  • Ticket escalation and prioritization guidelines

Module 3: Design Request Fulfilment

The Purpose

  • Build service request workflows and prepare self-service portal.

Key Benefits Achieved

  • Standardize request fulfilment processes.
  • Prepare for better knowledge management and leverage self-service portal to facilitate shift-left strategy.

Activities

Outputs

3.1

Build service request workflows.

  • Distinguishing criteria for requests and projects
  • Service request workflows and SLAs
3.2

Build a targeted knowledgebase.

  • Knowledgebase article template, processes, and workflows
3.3

Prepare for a self-serve portal project.

Module 4: Build Project Implementation Plan

The Purpose

  • Now that you have laid the foundation of your service desk, put all the initiatives into an action plan.

Key Benefits Achieved

  • Discuss priorities, set timeline, and identify effort for your service desk.
  • Identify the benefits and impacts of communicating service desk initiatives to stakeholders and define channels to communicate service desk changes.

Activities

Outputs

4.1

Build an implementation roadmap.

  • Project implementation and task list with associated owners
4.2

Build a communication plan

  • Project communication plan and workshop summary presentation

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.

Member Rating

9.5/10
Overall Impact

$22,527
Average $ Saved

20
Average Days Saved

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.

Read what our members are saying

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?
Try Our Guided Implementations

Get the help you need in this 4-phase advisory process. You'll receive 8 touchpoints with our researchers, all included in your membership.

Guided Implementation #1 - Lay service desk foundations
  • Call #1 - Conduct current-state assessment. Review shift-left service support strategy.
  • Call #2 - Identify operations metrics, and reports. Review ticket handling procedures.

Guided Implementation #2 - Design incident management processes
  • Call #1 - Map out incident management workflows.
  • Call #2 - Design categorization and identify escalation points.
  • Call #3 - Design prioritization guidelines and service-level objectives.

Guided Implementation #3 - Design request fulfilment processes
  • Call #1 - Differentiate between requests and projects, build request workflows, and make a self-service portal plan.
  • Call #2 - Design processes and workflows to produce a targeted knowledgebase.

Guided Implementation #4 - Plan the implementation of the service desk
  • Call #1 - Build a communication plan and implementation roadmap.

Author(s)

Mahmoud Ramin

Contributors

  • Jason Aqui, IT Director, Bellevue College
  • Kevin Sigil, IT Director, Southwest Care Centre
  • Lucas Gutierrez, Service Desk Manager, City of Santa Fe
  • Rama Dhuwaraha, CIO, University of North Texas System
  • Annelie Rugg, CIO, UCLA Humanities
  • Owen McKeith, Manager IT Infrastructure, Canpotex
  • Rod Gula, IT Director, American Realty Association
  • Rosalba Trujillo, Service Desk Manager, Northgate Markets
  • Jason Metcalfe, IT Manager, Mesalabs
  • Bradley Rodgers, IT Manager, SecureTek
  • Daun Costa, IT Manager, Pita Pit
  • Kari Petty, Service Desk Manager, Mansfield Oil
  • Denis Borka, Service Desk Manager, PennTex Midstream
  • Lateef Ashekun, IT Manager, City of Atlanta
  • Ted Zeisner, IT Manager, University of Ottawa Institut de Cardiologie
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