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Standardize the Service Desk

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

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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
  • 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.

Research & Tools

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.

Guided Implementations

This guided implementation is an eight call advisory process.

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.

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Service Desk

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

Course information:

  • Title: Service Desk
  • Number of Course Modules: 5
  • Estimated Time to Complete: 2-2.5 hours
  • Featured Analysts:
  • Mahmoud Ramin, Research Analyst, Infrastructure Practice
  • Allison Kinnaird, Research Lead, Infrastructure Practice
  • Now Playing: Academy: Service Desk | Executive Brief

Onsite Workshop

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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 agent roles and responsibilities.

  • Roles and responsibilities
1.4

Identify service desk metrics and reports.

  • Service desk metrics and reports

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 identification and logging processes.

  • Incident management challenges and metrics
2.2

Build incident and critical incident management workflows.

  • Incident and critical incident management workflows
2.3

Design ticket categorization scheme and proper ticket handling guidelines.

  • Ticket categorization scheme
2.4

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.

  • Self-service portal examples

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 a communication plan.

  • Project communication plan and workshop summary presentation
4.2

Build an implementation roadmap.

  • Project implementation and task list with associated owners

Member Testimonials

Unlock Sample Research

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

Brockton Everlast Management Limited

Guided Implementation

10/10

$43,299

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

$12,562

2

Hitchiner Manufacturing Company

Guided Implementation

10/10

$18,214

20

California State University, Stanislaus

Guided Implementation

10/10

$125K

60

City Of Bakersfield

Guided Implementation

10/10

$7,537

5

Hillsborough County Sheriff's Office

Guided Implementation

10/10

$12,562

20

City Of Bakersfield

Guided Implementation

10/10

$12,562

9

Cobb EMC

Workshop

10/10

$29,520

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

$29,520

20

Knights of Columbus

Workshop

10/10

$2,546

20

Westmoreland Mining LLC

Workshop

8/10

N/A

5

Cayman Islands Health Services Authority

Guided Implementation

8/10

$11,305

23

General Conference of Seventh-day Adventists

Workshop

10/10

N/A

50

Utah Valley University

Workshop

8/10

$31,940

20

City of Virginia Beach

Guided Implementation

10/10

$14,446

20

Adler University

Guided Implementation

10/10

$20,500

120

Dark Fibre Africa

Guided Implementation

8/10

$29,520

23

Edmonton Economic Development Corporation

Guided Implementation

9/10

N/A

5

Clark Schaefer Hackett

Guided Implementation

9/10

$11,305

20

Government Employees Health Association Inc

Workshop

10/10

$27,636

9

Department of Justice Canada

Workshop

9/10

N/A

N/A

University Of Regina

Guided Implementation

9/10

$47,500

20

Department of Justice Canada

Guided Implementation

10/10

N/A

N/A

Aecon Construction Group Inc.

Guided Implementation

10/10

N/A

N/A

Tonkin and Taylor Ltd

Guided Implementation

7/10

$2,512

5

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