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.

Also In

Standardize the Service Desk

Strengthen your service desk to build a strong ITSM foundation.

Related Content


1 Download

Standardize the Service Desk Sample
Get Instant Access
To unlock the full content, please fill out our simple form and receive instant access.