Standardize the Service Desk – Phases 1-4

Author(s): Mahmoud Ramin, Allison Kinnaird, Sandi Conrad

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Use this blueprint to standardize your service desk by following our four-phase methodology:

  • Assess your current capability and lay foundations for your service desk
  • Design incident management workflow
  • Design request fulfillment
  • Implement plan

Apply the discussions and activities to make an actionable plan for improving your service desk

Tags

Service desk, service desk software, ITSM tool, incident, severity, impact, request, knowledgebase, staffing, categories, catyegorization, prioritization, priorities, escalation, workflow, customer service, project handover, service management, implementation roadmap, Standardize the service desk, Service support, IT service foundation, End user satisfaction, Service desk challenges, Service desk maturity, Best practice, Roles and responsibilities, metrics, reports, Shift left strategy, Ticket handling, Ticket channels, Ticket template, Incident management, Service recovery paradox, Transactional survey, Relationship survey, Ticket categorization, Status code, Resolution code, Escalation and prioritization, SLO, SLA, Service request, Non-standard service request, Project, Self-service portal, Training, Stakeholder analysis, Communication plan

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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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