Use this template to build and improve essential service desk processes, including incident management, request fulfillment, and knowledge management.
Project deliverables include:
- Service desk roles and responsibilities.
- An IT skills inventory and gap analysis.
- An improved ticket categorization.
- Service desk metrics and reporting.
- Improved incident and request workflows.
- A ticket prioritization and escalation matrix.
- Templates for recurring tickets
- A knowledgebase requirements list and article template.
- ITSM tool requirements and vendor shortlist
Strengthen your service desk to build a strong ITSM foundation and support the intermediate service management process maturity you need.