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Outline service desk challenges, imagine your target state, and put in place the structure foundations that will help you develop it.

This phase will take you through the following activities:

  • Assess current state.
  • Assess service desk structure.
  • Identify metrics and reports.
  • Build a ticket handling and call QA process.

Use this phase as part of the full blueprint, Standardize the Service Desk.

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Standardize the Service Desk

Strengthen your service desk to build a strong ITSM foundation.

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