Build a Right-Sized Service Desk for Small Enterprise
Build a Right-Sized Service Desk for Small Enterprise
Keep sustainability front of mind to develop a service desk that suits your needs.
Onsite Workshop
Building a service desk without a plan can result in:
The need to recalibrate workflows.
Misaligned service desk structure.
Poor end-user adoption of new processes.
Planning the service desk framework before implementation leads to:
Workflows that meet business needs and don’t waste resources.
A structure that is capable of prioritizing and routing tickets in a timely and efficient manner.
Organizational trust in the service desk, and a positive perception of IT from the business.
Module 1: Lay Service Desk Foundations
The Purpose
Conduct a current state assessment of the existing service desk.
Key Benefits Achieved
Assess the process maturity, structure, staffing, and key metrics of the existing service desk, and determine your target state.
Activities:
Outputs:
1.1
Outline service desk challenges.
Service desk challenges
1.2
Review diagnostics results.
Diagnostics results
1.3
Review current state assessment.
Current state assessment
1.4
Review service desk structure and staffing
Service desk structure and staffing
1.5
Create a RACI chart to review accountabilities.
RACI chart and skills gap analysis
1.6
List IT service support roles.
Service desk roles
1.7
Review current task allocations.
Service desk responsibilities
1.8
Create a list of required reports and metrics.
Service desk metrics and reports, and balanced scorecard
Module 2: Design Incident Management
The Purpose
Conduct a health check on incident management processes, improve the key elements, and align them to best practices.
Key Benefits Achieved
Develop workflows for incident and critical incident management processes, and develop guidelines for ticket handling, categorization, prioritization, and escalation.
Activities:
Outputs:
2.1
Review incident management challenges.
Incident management challenges
2.2
Define incident management workflows.
Incident management workflow
2.3
Define critical incident management workflow.
Critical incident management workflow
2.4
Design critical incident communication plan.
Critical incident management communication plan
2.5
Identify opportunities to automate ticket creation.
List of ticket templates
2.6
Identify opportunities to reduce recurring tickets.
List of recurring tickets
2.7
Assess ticket categorization.
Enhanced ticket categorization scheme
2.8
Enhance ticket classifications with resolution codes.
Ticket resolution and status codes
2.9
Build a small number of rules to facilitate prioritization.
Enhanced ticket prioritization scheme
2.10
Define escalation rules.
Escalation guidelines
2.11
Define automated escalations.
List of automatic escalations
Module 3: Design Request Fulfillment
The Purpose
Conduct a health check on service request fulfillment, improve its key elements, and align them to best practices.
Key Benefits Achieved
Develop workflows for service request fulfillment, prepare for a service catalog project, and put in place a process to build and maintain a knowledgebase targeted on your most important tickets.
Activities:
Outputs:
3.1
Define service requests with SLAs.
List of service requests
3.2
Build and critique request workflows.
Service request workflows and estimated SLAs
3.3
Distinguish between requests and small projects.
Criteria to distinguish between requests and projects
3.4
Review service definition checklist for standardized request models.
Service request models for the service catalog
3.5
Develop self-help tools for end users.
List of self-help tools for end users
3.6
Design knowledge management processes.
Knowledge management policy and process
3.7
Create actionable knowledgebase articles.
Article template; knowledgebase writing strategies and exercises
Module 4: Plan the Implementation of the Service Desk
The Purpose
Prepare to implement the service desk processes built in previous modules.
Key Benefits Achieved
Compile requirements for service desk software, build a communication plan, and develop an implementation roadmap.
Activities:
Outputs:
4.1
Create a requirements list for the service desk tool.
ITSM tool requirements
4.2
Investigate which tool best meets your needs.
Vendor shortlist and vendor briefing script
4.3
Create the communication plan.
Communication plan, executive presentation, and service desk SOP
4.4
Build an implementation roadmap.
Service desk implementation roadmap
Book Your Workshop
Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
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