Tagged - service management

Standardize the Service Desk

IT and business leaders understand the importance of the service desk, which consistently ranks as one of the most important services that IT provides. This project will...
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Standardize the Service Desk – Executive Brief

Read this Executive Brief to understand how to make the case for service desk standardization and how to organize the project.

Standardize the Service Desk – Phases 1-4

Use this project blueprint to build and improve essential service desk processes, including incident management, request fulfillment, and knowledge management.

Standardize the Service Desk – Phase 1: Conduct Gap Analysis

Conduct current-state assessment, review shift-left service support strategy, identify operations metrics, benchmarks, and reports, and review ticket handling procedures.

Standardize the Service Desk – Phase 2: Design Incident Management Processes

Develop the building blocks of the incident management process, including workflows, ticket handling guidelines, and ticket categorization, prioritization, and escalation...

Standardize the Service Desk – Phase 3: Design Request Fulfilment Processes

Develop the building blocks of a modern request fulfilment process, including service request workflows, the high-level planning for a service catalog, and a web portal...

Standardize the Service Desk – Phase 4: Plan the Implementation of the Service Desk

Now that basic service desk processes are built, review the performance of your existing ITSM tool, and plan for a replacement if necessary.

Service Desk Shift-Handover Policy and Template

Shift reports are a form of operations log that ensures a smooth handover between outgoing and incoming service desk shifts.

Ticket and Call Quality Assessment Tool

Better data leads to better decisions. Use the Ticket and Call Quality Assessment Tool to check in on ticket and call quality monthly and improve the quality of service...

Deliver the Benefits of Self-Service With These Keys to the Portal

A self-service portal not only improves the user experience with IT but also reduces the volume of tickets coming into the service desk, making it a win-win. However, the...
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