Standardize the Service Desk

Provide timely and effective responses to user requests and resolutions of all incidents.

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Your Challenge

Immature or non-standardized service desk process causes:

  • Low business satisfaction
  • High cost to solve issues
  • Confused and unhappy end users
  • No root cause analysis leading to frequent workarounds and few resolutions
  • Wasted IT time and wages resolving the same issues time and again
  • Ineffective demand planning


Onsite Workshop

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 roadmap in place to complete your project successfully.

Our service desk research is designed to enable you to make yourself world class. We do this by:

  • Breaking down everything your Service Desk needs to do into digestible steps.
  • Providing actionable instructions on how to complete and triage all requests.
  • Building a solid foundation for future IT service improvements. 


Module 1: Make the Case for Service Desk Standardization, and Align Roles and Data for Success

The Purpose

  • Assess the current state by identifying problems and setting goals for improvement.
  • Define support goals and responsibilities.
  • Identify issues with ticket categorization and revise the categorization scheme. 

Key Benefits Achieved

  • A preferred future state for the service desk.
  • Clear delineation of roles for ticket escalations and knowledge transfer.
  • Improved ticket management and reporting though categorization. 

Activities:
Outputs

1.1

Assess the current state

  • Documented goals for improvement

1.2

Perform a maturity assessment and gap analysis

  • Maturity assessment and target state

1.3

Define service desk roles and responsibilities

  • RACI chart, and roles and responsibilities matrix

1.4

Improve ticket categorizations

  • Documented and tested classification schema

Included Resources


Powerpoint icon 30x30 Align Roles and Data for Success
Excel icon 30x30 Service Desk Maturity Assessment

Excel icon 30x30 IT Skills Inventory and Gap Assessment Tool
Excel icon 30x30 Service Desk Ticket Classification and Dashboard Tool

Excel icon 30x30 Service Desk Action Plan Roadmap
Word icon 30x30 Service Management Standard Operating Procedure

Module 2: Improve Reporting and Managing of Incidents

The Purpose

  • Ensure stakeholders receive appropriate service desk metrics.
  • Set standards to define and record incidents.
  • Prioritize incidents to minimize business disruptions.
  • Define escalation rules and processes. 

Key Benefits Achieved

  • Establish SLAs as required by stakeholders.
  • Establish incident management procedures.
  • Incident prioritization based on impact and urgency.
  • Improved response times and improved technician satisfaction. 

Activities:
Outputs

2.1

Improve IT services through better reports

  • Service Desk Dashboard
  • Action items/target goals
  • List of required reports

2.2

Improve incident management to increase customer service

  • Intake process improvement plan
  • Decision guide
  • Recurring issues for root cause analysis

2.3

Prioritize incidents to minimize business disruptions

  • Prioritization matrix

2.4

Define escalation rules and processes

  • Escalation rules matrix
  • Workflow diagrams

Included Resources


Powerpoint icon 30x30 Improve Reporting and Managing of Incidents
Word icon 30x30 Recurring Issues Template

Visio icon 30x30 Service Desk Triage Workflow Samples - Visio
Pdf icon 30x30 Service Desk Triage Workflow Samples - PDF

Module 3: Use Knowledge Sharing and Build Service Request Workflows

The Purpose

  • Define standards for a knowledgebase.
  • Introduce the creation of knowledgebase articles.
  • Standardize processes to verify, approve, and fulfill service requests.
  • Assign priority to service requests based on business criticality and service agreements.

Key Benefits Achieved

  • Increased incident resolution times.
  • Changed culture to one of knowledge sharing and cross training.
  • Better ways to manage service requests to better serve the business.

Activities:
Outputs

3.1

Use a knowledgebase to improve service team strength

  • Knowledgebase requirements list
  • Knowledgebase article template
  • Several draft knowledgebase articles

3.2

Improve services with better request management

  • Roadmap to service catalog
  • Workflow diagrams, SLAs, process critiques

Included Resources


Powerpoint icon 30x30 Use Knowledge Sharing and Build Service Request Workflows
Word icon 30x30 Knowledgebase Article Template

Module 4: Evaluate Tools and Plan Communications

The Purpose

  • Evaluate the service desk tools for effectiveness.
  • Ensure policies are in place to guide user behavior and direct technicians.
  • Build a communication plan for service desk improvement.
  • Finalize the project roadmap with outstanding tasks.

Key Benefits Achieved

  • Determine whether a replacement is needed for current service desk tools.
  • Streamlined decision making for technicians.

Activities:
Outputs

4.1

Review service desk tools for effectiveness

  • Tool features list
  • Plan for improvement

4.2

Evaluate and perform policies gap analysis

  • Templates for missing policies

4.3

Build communications plan to ensure success

  • Communications plan
  • Project roadmap
  • Next steps

Included Resources


Powerpoint icon 30x30 Evaluate Tools and Plan Communications
Word icon 30x30 IT Service Management Demo Script Template

Excel icon 30x30 Service Desk Software and RFP Evaluation Tool

Module 5: Additional Service Desk Scenarios

The Purpose

  • Create a plan for project handovers.
  • Consolidate many help desks into a Service Desk.
  • Improve customer service at the Service Desk.
  • Build a knowledgebase to improve service team strength.

Key Benefits Achieved

  • Ensure a smooth transition for service desk support.
  • Consolidate help desks without compromising customer service.
  • Hone your team’s customer service skills

Activities:
Outputs

5.1

Project handover to support team

  • Project Handover Meeting Agenda
  • Project template

5.2

Consolidate multiple help desks into a service desk

  • Organizational Chart

5.3

Improve customer service at the Service Desk

  • Client management best practices
  • List of customer service competencies

5.4

Build a knowledgebase to improve service team strength

Included Resources


Powerpoint icon 30x30 Additional Service Desk Scenarios
Word icon 30x30 Project Handover Template

Word icon 30x30 Service Desk Support Call Worksheet
Word icon 30x30 Competency Template

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.

Client

$ Saved

Days Saved

Testimonial

Bunzl Distribution

$1,942

5

Very very knowledgeable on the subject, valuable call today. No negative experience at all. Keep rockin guys!

McKee Foods Corporation

$647

N/A

Information at my pace, kept up with my need for fast input.

Bellevue University

$1,295

N/A

The conference call and information were absolutely wonderful. Thank you.

Ville De Montréal

$2,500

N/A

Très grande ouverture et partage des informations !

Apogee Enterprises, Inc

$2,590

5

We are early in the process and the insights provided confirmed our direction and I suspect the templates and defined process will get us there faster.

Calgary Public Library

$1,000

N/A

It confirmed what I was thinking and gave me a few more ideas for my dashboard.

Larimer County, Colorado

$51,794

15

Sandi communicates on my level, and makes sure I'm understanding as we go along. She's great to work with, and the tools and ideas I'm getting are going to transform the Service Desk. The worst aspect of this experience has everything to do with our environment and how slowly I am able to make changes. Frustrating, to say the least, but not the fault of this experience.

UCLA Humanities

$12,949

90

Best: The integration of the online tools with the guidance to produce insights and provide a venue to ask questions and clarify. Worst: The investment of time it takes to do it right.

Fernco Inc.

$6,474

N/A

Best: insight of actual experience with other Info Tech customers with similar help desk issues. Worst: nothing to report

West Liberty Foods

$64,743

30

Sumit has been excellent.

Canpotex Limited

$80,000

30

The best is keeping us on track with a solid process and experienced individual. The worst is wishing we could devote more time.

College of Charleston

$2,590

15

The total impact is unknown at this point - especially in the area of cost saving (last question). However, the information led us to proceed with scheduling an Onsite Workshop where an even greater impact will be realized. Best aspect = quick overview of our situation and confirmation that we are on a realistic course of action. No worst aspect noted.

Tallahassee Memorial Healthcare

$7,769

15

The whole experience has been very positive.

The York Water Company

$6,474

30

Working with Michel was very helpful. He was very knowledgeable in the subject area and provided us with tools and materials to help us move forward.

Canpotex Limited

$60,000

90

Excellent project to help keep us on track and ensure we are following a proven process. It is flexible enough to meet our needs, gives us advice based on what has worked well and not well for other companies. Worst thing is we should have done this sooner.

Pita Pit Limited

$500

15

Our partner at Info Tech has provided thoughtful, timely and knowledgeable insights for our project. We would have been able to complete this project on our own but it would have lacked polish, clarity and direction. We are very happy to have this guided implementation process.

American Realty Advisors

$6,474

N/A

Michel Hebert is an amazing resource for this project. Very methodical approach and ability to color in the big picture with actionable step by step detail. There's a real opportunity for us to get off the treadmill and make real forward progress in improving our IT service management. Without Michel, there is no project.

PennTex Midstream

$32,372

30

The experience has been great. The guidance, clarity on processes have been very insightful. There haven't been any bad experiences to date.

Blue Earth County Government

$18,759

5

Paul was very knowledgeable on the subject of Service Desk Management. By utilizing his ideas for better monitoring and streamlining our Service Desk process, we were able to accomplish our goal of increasing customer satisfaction without increasing the staff size of our Service Desk or re-assigning tasks to other staff. Worst aspect was I wish I personally had more time to work on the ideas Paul and I spoke about. I do have electronic documents to refer to when I do have time. Also knowing that I can call back for assistance on this subject if needed is reassuring. Saved me personally 5 FTE days with a duration of 3-6 months of work if I had researched this on my own. Having the scheduled meetings with Paul forced me to take action and helped implement our plans quicker.

MIT Sloan School of Management

$6,253

5

The template and planning tool were easy to follow and work with. I appreciated Paul's application of theory combined with practical application in our conversations.

Overwaitea Food Group

$8,754

10

Info -Tech resource is very knowledgeable Internal IT project with low priority so it's hard to maintain focus.

Clearwater Seafoods Incorporated

$10,000

N/A

I really value the feedback I receive regarding our current process and developing processes. I also like the analyst ability to change subject when needed.

National Veterinary Association

$1,295

15

Difficult to pull my team off phones for training, but information is always valuable. Previous question for $ saved is unknown as it is difficult to give a good cost analysis on the amount of time we're going to save. However, there were many good areas in this training that we have identified which will save us time immediately.

Hines, Inc.

$75,000

N/A

The detailed knowledge level of the analyst for the various vendors/products discussed was exceptional, which built our trust in the responses as being both accurate and unbiased. We have a much better understanding of overall capabilities and reliabilities for each, and have the direction we need to complete our evaluation appropriately. Many thanks!!!

Modern Woodmen of America

$64,743

90

The best part was having Paul Brown! He was a great resource and helped serve as a project manager keeping us on task. The worst part was realizing there were a lot of processes and procedures that we need to put in place.

Henny Penny Corporation

$25,897

15

Great facilitator, probably took a little too long overall due to schedules but very valuable experience.

Boulder County, Colorado

$6,253

10

Everyone we have talked to/worked with has been very helpful. I can't say there is a worst aspect. The process, information and people are up-to-date, consistent and accurate. I appreciate the back-up on processes that I've been trying to implement in our environment for years! Hard to speak to value so I feel I am probably low on my guesstimate.

Wayne State College

$6,474

15

There were no "worst aspects" to this experience. There was a very good mixture of confirming the information, knowledge, and direction we were planning to take and great insight into things we hadn't considered yet. The insight, as well as materials (document templates) will save us time and $$ as we continue to move forward. Paul Brown is very knowledgeable in this area and presented the information in a way that has allowed us to continue the conversation on our own and continue to move forward with confidence. His services are very much appreciated.

Palm Beach County

$2,501

5

The gap analysis tool helped me and the other service managers quickly evaluate our current environment compared to our target environment leading to a prioritized list of action items to address. It would have taken me days to develop a tool that would do the same and I don't think that would have been as effective.

Larimer County, Colorado

$250

7

We essentially had an overview conversation, which was exactly what I wanted at this moment. I feel it was very helpful from a consultative perspective and certainly helped us move toward more collaboration in the future.

Arch Reinsurance Ltd.

$1,295

N/A

Sandi was great.

State Universities Retirement System Of Illinois

$12,949

30

Vital Interacts

$9,628

N/A

Butler Community College

$125

1

Cadillac Fairview

N/A

N/A

Best: structured discussion. Worst: resource availability.

City of Santa Fe

$13,123

30

No downside. Best aspect was tailored training for our environment.

College of Charleston

N/A

15

This was an excellent overview of the Service Desk project and reinforced the need for strong policy and process foundation on which our ITSM will be based.

Portland Community College

N/A

N/A

Best: the facilitated work that we did as a group. Worst: at times, we strayed a bit from the core focus of helpdesk and some of the material in the first few days seemed a bit canned.

Workers' Compensation Insurance Rating Bureau

$26,247

15

Sandi and Natalie were very knowledgeable, professional, and efficient. Thanks!

WorkSafeNB

N/A

N/A

It is still early for us to determine the value that the workshop will bring in the end. It was a positive experience with the facilitators.

Client

Facilitator(s) effectiveness

INFO & materials effectiveness

Overall experience

Understanding of next steps

Testimonial

Centrastate Healthcare Systems

10.0

10.0

10.0

9.0

Kansas City Power & Light-IT Division

10.0

8.0

10.0

9.0

University of North Texas System

10.0

9.5

10.0

9.0

Braun Intertec Corporation

9.0

10.0

10.0

8.0

T Decu Investments

8.5

8.0

9.0

9.0

Yakima Valley Farm Workers Clinic

10.0

10.0

10.0

10.0

Museum of Fine Arts, Boston

8.0

8.0

8.0

6.0

Tallahassee Memorial Healthcare

10.0

10.0

10.0

10.0

When we come around to phase two, which is buy-in and get the work done, we'll already be a long way down the track. I really appreciate what Info-Tech did in that regard. The deliverables we got were very good. We have a service team supervisor coming in, I'm basically going to drop the stuff on his desk and get him to implement it all. It's ready to go to him. The workshop was extremely helpful. It just really hit the mark for us. Everything we talked about is stuff we need. Part of the core team in the workshop was my boss, who is my biggest helper here. I had a whole week in the room with him to pound a vision into everybody's heads. I think we got a lot of progress that way. Part of it was that we're not doing a good job reporting back to our users, telling them what's happening in their business, telling them what we're doing for them, and telling them how to use stuff in self-service. I think the material did a really good job in pointing to our deficiency in communication.

Le Groupe De Sécurité Garda Inc

8.0

8.5

8.0

9.0

Hitt Contracting, Inc.

9.0

8.0

9.0

8.0

College Boreal

9.0

9.0

10.0

9.0

Takasago International Corporation (U.S.A)

10.0

10.0

10.0

10.0

Teva Pharmaceuticals

10.0

10.0

10.0

10.0

Butler University

8.0

8.0

8.0

8.0

City of Lethbridge

8.0

9.0

9.0

10.0

Choctaw Nation Of Oklahoma

9.0

9.0

9.0

9.0

William Osler Health System

8.5

8.0

8.0

7.0

CA Dept of Toxic Substances Control

10.0

10.0

10.0

10.0

Vince was brilliant. He is a true professional and delivered his content with confidence and expertise. I have heard nothing but positive compliments on his performance.

McLane Foodservice

10.0

9.5

10.0

7.0

Seattle University

9.0

10.0

9.0

8.0

TenCate

10.0

10.0

10.0

8.0

Suny College At Oneonta

10.0

10.0

10.0

Generac Power Systems, Inc

8.0

7.0

7.0

Apple Federal Credit Union

9.0

9.0

9.0

10.0

Highlights for Children Inc.

7.5

8.0

9.0

8.0

Association of American Medical Colleges

8.0

10.0

9.0

10.0

City of Greensboro

10.0

9.0

9.0

8.0

Brazosport College

9.0

9.0

9.0

9.0

Search Code: 58871
Published: June 28, 2013
Last Revised: April 7, 2015