Standardize the Service Desk

Build a solid foundation for future IT service improvements.

The Situation

The service desk is functional but has room for improvement and needs to be more consistent in service delivery.
There may be plans to embrace new technologies, but concerns exist about moving poor processes into new solutions.
The team knows changes need to happen, but it’s difficult to know where to start.

Standardize the Service Desk visualization

Focus on standardizing and driving consistency on the service desk to be able to optimize support and improve interfacing processes.
Without standardized processes, organizations become a mass of confusion, redundancies, and cost overruns. Standardization prevents wasted energy on reinventing solutions to recurring issues.

Blueprint Contents

Standardize the Service Desk – Phases 1-5
Service Desk Maturity Assessment
Service Desk Project Summary
Service Desk Training Deck
Incident Management and Service Desk SOP
Service Desk Queue Structure Template
Ticket and Call Quality Assessment Tool
Incident Management and Service Desk Workflows
Service Desk Ticket Categorization Schemes
Service Desk Metrics Workbook
Knowledge Manager
Knowledgebase Article Template
Sample Communication Plan
Service Desk Roadmap

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.

9.6/10

Overall Impact

$68,322

Average $ Saved

Average Days Saved

Member Testimonials
Client	Duquesne Light Company
Experience	Guided Implementation
Impact	9/10
$ Saved	$2,720
Days Saved	2
Testimonial	We originally attempted to select only pieces of the modules / action items but after a second consultation we realized the value in walking thru t... We originally attempted to select only pieces of the modules / action items but after a second consultation we realized the value in walking thru the entire process which is currently ongoing. So the best part is the thoroughness but the worst part is simply the amount of work involved to properly walk thru the entire set of materials / tasks. It is slightly geared towards green field versus how to work thru existing implementations which is the obvious reality but our account manager Theo was an exceptional help to navigate this.

Member Testimonials
Client	Club Assist
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	10
Testimonial

Member Testimonials
Client	Regional Transportation Authority
Experience	Guided Implementation
Impact	10/10
$ Saved	$37,400
Days Saved	10
Testimonial	Benedict was very professional and patient in walking us through the process. Benedict was very professional and patient in walking us through the process.

Member Testimonials
Client	Sun River Health
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	20
Testimonial	Excellent presenter and great inputs during the workshop. Excellent presenter and great inputs during the workshop.

Member Testimonials
Client	City of Palo Alto
Experience	Guided Implementation
Impact	10/10
$ Saved	$6,800
Days Saved	20
Testimonial

Member Testimonials
Client	Lake County, FL
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	8
Testimonial	Being able to have discussions as a group that were led by someone with a lot of experience in the area was very valuable. At the end of the worksh... Being able to have discussions as a group that were led by someone with a lot of experience in the area was very valuable. At the end of the workshop we had already implemented several changes to our Service Desk and have a roadmap to implement additional changes in the future.

Member Testimonials
Client	FOSTER + PARTNERS LIMITED
Experience	Guided Implementation
Impact	9/10
$ Saved	N/A
Days Saved	2
Testimonial	Alison's subject matter expertise allows us to target the recommendations of most impact to our business Alison's subject matter expertise allows us to target the recommendations of most impact to our business

Member Testimonials
Client	Loram Maintenance of Way
Experience	Guided Implementation
Impact	8/10
$ Saved	$34,000
Days Saved	20
Testimonial	The guidance from Theo was excellent. It was more of a time commitment than I was expecting. The guidance from Theo was excellent. It was more of a time commitment than I was expecting.

Member Testimonials
Client	Fond du Lac Band of Lake Superior Chippewa
Experience	Workshop
Impact	9/10
$ Saved	$13,600
Days Saved	50
Testimonial	The best part was Dave Kernohan, he was very knowledgeable a lead the workshop well. I cannot identify the worst part of this workshop. The best part was Dave Kernohan, he was very knowledgeable a lead the workshop well. I cannot identify the worst part of this workshop.

Member Testimonials
Client	City of St Albert
Experience	Workshop
Impact	10/10
$ Saved	$40,000
Days Saved	14
Testimonial	The feedback from the Service Desk team was overwhelmingly positive - they really appreciated that time and attention to their processes - and it w... The feedback from the Service Desk team was overwhelmingly positive - they really appreciated that time and attention to their processes - and it was timely because of the Alemba presentation we have been working through

Member Testimonials
Client	City of Ontario, CA
Experience	Workshop
Impact	10/10
$ Saved	$34,000
Days Saved	10
Testimonial

Member Testimonials
Client	Matanuska-Susitna Borough
Experience	Guided Implementation
Impact	10/10
$ Saved	$4,080
Days Saved	50
Testimonial	I appreciate the tools I can keep and share with my team to help us implement the changes we'd like to make. I also really appreciate the plethora ... I appreciate the tools I can keep and share with my team to help us implement the changes we'd like to make. I also really appreciate the plethora of advice I was given throughout the process. There were so many examples of what other teams have done, which helped me decide what I should do.

Member Testimonials
Client	National Institutes of Health
Experience	Workshop
Impact	10/10
$ Saved	$34,000
Days Saved	32
Testimonial	The best part of this workshop is allowing our team to come together to self analyze our internal processes, reporting and daily operational tasks.... The best part of this workshop is allowing our team to come together to self analyze our internal processes, reporting and daily operational tasks. In addition, this workshop has provided the team an opportunity to clearly define the roles and responsibilities between leadership and team members. Info-Tech has provided us tools and a roadmap which has set the foundation for our team to focus on future improvement. The worst part is we spent 4 full days attending the workshop while balancing daily operations and responsibilities. However, this resulted to a great return which was well worth it.

Member Testimonials
Client	Excelerate Energy
Experience	Workshop
Impact	9/10
$ Saved	$25,840
Days Saved	32
Testimonial	No negatives. It was an absolute pleasure to work with Ben. He listened to our concerns and provided valuable insights. No negatives. It was an absolute pleasure to work with Ben. He listened to our concerns and provided valuable insights.

Member Testimonials
Client	City of St. Louis
Experience	Workshop
Impact	10/10
$ Saved	$13,600
Days Saved	20
Testimonial	Joe was a great facilitator. Really appreciated him sharing from his own experiences. My staff found the time to be valuable. It gave us the jum... Joe was a great facilitator. Really appreciated him sharing from his own experiences. My staff found the time to be valuable. It gave us the jump-start we needed to focus improvement efforts around deliberate goals.

Member Testimonials
Client	Canadian Defence Academy
Experience	Workshop
Impact	8/10
$ Saved	$1M
Days Saved	120
Testimonial	Caveat: The estimates are high if project(s) are defined to accomplish the objectives. The tools and advice are/were excellent, meeting expecta... Caveat: The estimates are high if project(s) are defined to accomplish the objectives. The tools and advice are/were excellent, meeting expectations. Generating momentum to achieve next steps will be key. Absent start and end dates for project(s), saving 120 Days + and saving $1M will always be on the horizon. The opportunity is there. Best. Our host was excellent at facilitating/engaging participants. Worst. Participation from key members of CDA responsible for binding next steps to time.

Member Testimonials
Client	UNITING AGEWELL LIMITED
Experience	Guided Implementation
Impact	9/10
$ Saved	$45,000
Days Saved	10
Testimonial

Member Testimonials
Client	Reiter Affiliated Companies
Experience	Workshop
Impact	9/10
$ Saved	$34,000
Days Saved	20
Testimonial	Best the customer service and willing to help the us. Best the customer service and willing to help the us.

Member Testimonials
Client	County of Los Alamos
Experience	Guided Implementation
Impact	10/10
$ Saved	$34,000
Days Saved	20
Testimonial	Extremely happy to be working with Theo. His expertise and advise on this topic has been very valuable to to our team as we make decisions on creat... Extremely happy to be working with Theo. His expertise and advise on this topic has been very valuable to to our team as we make decisions on creating our standard.

Member Testimonials
Client	Kentucky Housing Corporation
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	50
Testimonial	The best part is that the entire team expressed their satisfaction with the workshop and participated throughout the week. The team left motivated... The best part is that the entire team expressed their satisfaction with the workshop and participated throughout the week. The team left motivated and are excited about the changes we will be making. The worst part was not experiencing it in person! :-)

Member Testimonials
Client	Goodwill Industries of Middle Tennessee, Inc.
Experience	Guided Implementation
Impact	10/10
$ Saved	$34,000
Days Saved	20
Testimonial

Member Testimonials
Client	Treasury Board of Canada Secretariat - Data and Digital Policy Sector
Experience	Guided Implementation
Impact	10/10
$ Saved	$200K
Days Saved	120
Testimonial	The best part of our experience was how Frank took the time to work with us and how he "met the team where they were in their learning journey". Fr... The best part of our experience was how Frank took the time to work with us and how he "met the team where they were in their learning journey". Frank was respectful and helped the team make significant and positive change at their pace, inline with their learning. He didn't focus on why this hadn't been done before he only focused on forward and learning which made the relationship of trust grow with the team which in turn accelerated the learning. I can't recommend InfoTech and Frank more highly to how positively impactful they have been to my support team. Additionally because InfoTech's content ties together, Frank was able to explain how product management and change management need to support operational changes and how support needs to be involved in these changes so they are ready to support users as they go live. This will help the team and the team members in their job today and in the future.

Member Testimonials
Client	Los Angeles County Public Defender
Experience	Guided Implementation
Impact	10/10
$ Saved	N/A
Days Saved	5
Testimonial	Worst part of this experience is to float high and low in how i wanted my Service Desk to flow and function efficiently. The best part was that Be... Worst part of this experience is to float high and low in how i wanted my Service Desk to flow and function efficiently. The best part was that Benedict Chang was the right person to guide me through the Service Desk processes and basicall y talke me through each piece of it. He and the Info-Tech documentation led me to where i was on the right and wrong path. I was able to confidently develop something that I can work with. Benedict was a life safer, he was patient, easy to talk to , a most all definitely an expert in this field.

Member Testimonials
Client	City of Conroe
Experience	Workshop
Impact	10/10
$ Saved	$68,000
Days Saved	32
Testimonial	Very informative, general where it needed to be while specific enough information to be useful in our unique environment. Very informative, general where it needed to be while specific enough information to be useful in our unique environment.

Member Testimonials
Client	Pittsburgh Water
Experience	Guided Implementation
Impact	8/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Ben did a good job of discussing how the service desk methodology and tools would translate for our use case which is a customer facing contact cen... Ben did a good job of discussing how the service desk methodology and tools would translate for our use case which is a customer facing contact center.

Member Testimonials
Client	City of Williamsburg, VA
Experience	Guided Implementation
Impact	10/10
$ Saved	$13,700
Days Saved	20
Testimonial	Emily was fantastic to work with. She knew every aspect of the engagement and ensured we stayed on track. I will request her again for future wor... Emily was fantastic to work with. She knew every aspect of the engagement and ensured we stayed on track. I will request her again for future work such as this.

Member Testimonials
Client	Clark County Water Reclamation District (CCWRD)
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	N/A
Testimonial	Best part: Instructor, Joe Riley. Joe gets it. His experiences, wrapped in his passion for service, teamwork, and excellence, empowered and chall... Best part: Instructor, Joe Riley. Joe gets it. His experiences, wrapped in his passion for service, teamwork, and excellence, empowered and challenged our team to take it to a new level. Worst part: not enough time with Joe and not being able to include every team member.

Member Testimonials
Client	City of Winter Park
Experience	Guided Implementation
Impact	10/10
$ Saved	$13,600
Days Saved	5
Testimonial	Allison is very knowledgeable in the subject area. The experience so far has been built on collaboration and knowledge sharing. Allison is very knowledgeable in the subject area. The experience so far has been built on collaboration and knowledge sharing.

Member Testimonials
Client	City of Miramar, FL
Experience	Workshop
Impact	10/10
$ Saved	N/A
Days Saved	10
Testimonial	The best part was how tailored it was for our environment. There was no bad experience in my honest opinion. The best part was how tailored it was for our environment. There was no bad experience in my honest opinion.

Member Testimonials
Client	Monroe #1 BOCES
Experience	Workshop
Impact	8/10
$ Saved	$13,700
Days Saved	5
Testimonial	Facilitator was fantastic; most challenging aspect was solidifying internally what is within and outside of scope. Facilitator was fantastic; most challenging aspect was solidifying internally what is within and outside of scope.

Member Testimonials
Client	Experience	Impact	$ Saved	Days Saved	Testimonial
Duquesne Light Company	Guided Implementation	9/10	$2,720	2	We originally attempted to select only pieces of the modules / action items but after a second consultation we realized the value in walking thru t... We originally attempted to select only pieces of the modules / action items but after a second consultation we realized the value in walking thru the entire process which is currently ongoing. So the best part is the thoroughness but the worst part is simply the amount of work involved to properly walk thru the entire set of materials / tasks. It is slightly geared towards green field versus how to work thru existing implementations which is the obvious reality but our account manager Theo was an exceptional help to navigate this.
Club Assist	Guided Implementation	10/10	N/A	10
Regional Transportation Authority	Guided Implementation	10/10	$37,400	10	Benedict was very professional and patient in walking us through the process. Benedict was very professional and patient in walking us through the process.
Sun River Health	Workshop	10/10	N/A	20	Excellent presenter and great inputs during the workshop. Excellent presenter and great inputs during the workshop.
City of Palo Alto	Guided Implementation	10/10	$6,800	20
Lake County, FL	Workshop	10/10	N/A	8	Being able to have discussions as a group that were led by someone with a lot of experience in the area was very valuable. At the end of the worksh... Being able to have discussions as a group that were led by someone with a lot of experience in the area was very valuable. At the end of the workshop we had already implemented several changes to our Service Desk and have a roadmap to implement additional changes in the future.
FOSTER + PARTNERS LIMITED	Guided Implementation	9/10	N/A	2	Alison's subject matter expertise allows us to target the recommendations of most impact to our business Alison's subject matter expertise allows us to target the recommendations of most impact to our business
Loram Maintenance of Way	Guided Implementation	8/10	$34,000	20	The guidance from Theo was excellent. It was more of a time commitment than I was expecting. The guidance from Theo was excellent. It was more of a time commitment than I was expecting.
Fond du Lac Band of Lake Superior Chippewa	Workshop	9/10	$13,600	50	The best part was Dave Kernohan, he was very knowledgeable a lead the workshop well. I cannot identify the worst part of this workshop. The best part was Dave Kernohan, he was very knowledgeable a lead the workshop well. I cannot identify the worst part of this workshop.
City of St Albert	Workshop	10/10	$40,000	14	The feedback from the Service Desk team was overwhelmingly positive - they really appreciated that time and attention to their processes - and it w... The feedback from the Service Desk team was overwhelmingly positive - they really appreciated that time and attention to their processes - and it was timely because of the Alemba presentation we have been working through
City of Ontario, CA	Workshop	10/10	$34,000	10
Matanuska-Susitna Borough	Guided Implementation	10/10	$4,080	50	I appreciate the tools I can keep and share with my team to help us implement the changes we'd like to make. I also really appreciate the plethora ... I appreciate the tools I can keep and share with my team to help us implement the changes we'd like to make. I also really appreciate the plethora of advice I was given throughout the process. There were so many examples of what other teams have done, which helped me decide what I should do.
National Institutes of Health	Workshop	10/10	$34,000	32	The best part of this workshop is allowing our team to come together to self analyze our internal processes, reporting and daily operational tasks.... The best part of this workshop is allowing our team to come together to self analyze our internal processes, reporting and daily operational tasks. In addition, this workshop has provided the team an opportunity to clearly define the roles and responsibilities between leadership and team members. Info-Tech has provided us tools and a roadmap which has set the foundation for our team to focus on future improvement. The worst part is we spent 4 full days attending the workshop while balancing daily operations and responsibilities. However, this resulted to a great return which was well worth it.
Excelerate Energy	Workshop	9/10	$25,840	32	No negatives. It was an absolute pleasure to work with Ben. He listened to our concerns and provided valuable insights. No negatives. It was an absolute pleasure to work with Ben. He listened to our concerns and provided valuable insights.
City of St. Louis	Workshop	10/10	$13,600	20	Joe was a great facilitator. Really appreciated him sharing from his own experiences. My staff found the time to be valuable. It gave us the jum... Joe was a great facilitator. Really appreciated him sharing from his own experiences. My staff found the time to be valuable. It gave us the jump-start we needed to focus improvement efforts around deliberate goals.
Canadian Defence Academy	Workshop	8/10	$1M	120	Caveat: The estimates are high if project(s) are defined to accomplish the objectives. The tools and advice are/were excellent, meeting expecta... Caveat: The estimates are high if project(s) are defined to accomplish the objectives. The tools and advice are/were excellent, meeting expectations. Generating momentum to achieve next steps will be key. Absent start and end dates for project(s), saving 120 Days + and saving $1M will always be on the horizon. The opportunity is there. Best. Our host was excellent at facilitating/engaging participants. Worst. Participation from key members of CDA responsible for binding next steps to time.
UNITING AGEWELL LIMITED	Guided Implementation	9/10	$45,000	10
Reiter Affiliated Companies	Workshop	9/10	$34,000	20	Best the customer service and willing to help the us. Best the customer service and willing to help the us.
County of Los Alamos	Guided Implementation	10/10	$34,000	20	Extremely happy to be working with Theo. His expertise and advise on this topic has been very valuable to to our team as we make decisions on creat... Extremely happy to be working with Theo. His expertise and advise on this topic has been very valuable to to our team as we make decisions on creating our standard.
Kentucky Housing Corporation	Workshop	10/10	N/A	50	The best part is that the entire team expressed their satisfaction with the workshop and participated throughout the week. The team left motivated... The best part is that the entire team expressed their satisfaction with the workshop and participated throughout the week. The team left motivated and are excited about the changes we will be making. The worst part was not experiencing it in person! :-)
Goodwill Industries of Middle Tennessee, Inc.	Guided Implementation	10/10	$34,000	20
Treasury Board of Canada Secretariat - Data and Digital Policy Sector	Guided Implementation	10/10	$200K	120	The best part of our experience was how Frank took the time to work with us and how he "met the team where they were in their learning journey". Fr... The best part of our experience was how Frank took the time to work with us and how he "met the team where they were in their learning journey". Frank was respectful and helped the team make significant and positive change at their pace, inline with their learning. He didn't focus on why this hadn't been done before he only focused on forward and learning which made the relationship of trust grow with the team which in turn accelerated the learning. I can't recommend InfoTech and Frank more highly to how positively impactful they have been to my support team. Additionally because InfoTech's content ties together, Frank was able to explain how product management and change management need to support operational changes and how support needs to be involved in these changes so they are ready to support users as they go live. This will help the team and the team members in their job today and in the future.
Los Angeles County Public Defender	Guided Implementation	10/10	N/A	5	Worst part of this experience is to float high and low in how i wanted my Service Desk to flow and function efficiently. The best part was that Be... Worst part of this experience is to float high and low in how i wanted my Service Desk to flow and function efficiently. The best part was that Benedict Chang was the right person to guide me through the Service Desk processes and basicall y talke me through each piece of it. He and the Info-Tech documentation led me to where i was on the right and wrong path. I was able to confidently develop something that I can work with. Benedict was a life safer, he was patient, easy to talk to , a most all definitely an expert in this field.
City of Conroe	Workshop	10/10	$68,000	32	Very informative, general where it needed to be while specific enough information to be useful in our unique environment. Very informative, general where it needed to be while specific enough information to be useful in our unique environment.
Pittsburgh Water	Guided Implementation	8/10	N/A	N/A	Ben did a good job of discussing how the service desk methodology and tools would translate for our use case which is a customer facing contact cen... Ben did a good job of discussing how the service desk methodology and tools would translate for our use case which is a customer facing contact center.
City of Williamsburg, VA	Guided Implementation	10/10	$13,700	20	Emily was fantastic to work with. She knew every aspect of the engagement and ensured we stayed on track. I will request her again for future wor... Emily was fantastic to work with. She knew every aspect of the engagement and ensured we stayed on track. I will request her again for future work such as this.
Clark County Water Reclamation District (CCWRD)	Workshop	10/10	N/A	N/A	Best part: Instructor, Joe Riley. Joe gets it. His experiences, wrapped in his passion for service, teamwork, and excellence, empowered and chall... Best part: Instructor, Joe Riley. Joe gets it. His experiences, wrapped in his passion for service, teamwork, and excellence, empowered and challenged our team to take it to a new level. Worst part: not enough time with Joe and not being able to include every team member.
City of Winter Park	Guided Implementation	10/10	$13,600	5	Allison is very knowledgeable in the subject area. The experience so far has been built on collaboration and knowledge sharing. Allison is very knowledgeable in the subject area. The experience so far has been built on collaboration and knowledge sharing.
City of Miramar, FL	Workshop	10/10	N/A	10	The best part was how tailored it was for our environment. There was no bad experience in my honest opinion. The best part was how tailored it was for our environment. There was no bad experience in my honest opinion.
Monroe #1 BOCES	Workshop	8/10	$13,700	5	Facilitator was fantastic; most challenging aspect was solidifying internally what is within and outside of scope. Facilitator was fantastic; most challenging aspect was solidifying internally what is within and outside of scope.

ITRG Provides Proven Results for IT Leaders

30,000+

ITRG members spanning the Global 2000

$400M+

Cut from IT costs with our pricing intelligence and advisory support

+8%

Increase in stakeholder satisfaction where IT leaders used Info-Tech services

9.5/10

Member-related value across +50,000 analyst calls, workshops and projects

About Info-Tech Research Group

Info-Tech Research Group is the world’s fastest-growing information technology research and advisory company, proudly serving over 30,000 IT professionals.

We produce unbiased and highly relevant research to help CIOs and IT leaders make strategic, timely, and well-informed decisions. We partner closely with IT teams to provide everything they need, from actionable tools to analyst guidance, ensuring they deliver measurable results for their organizations.

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89169

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N6A 2N8

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