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: | |
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1.1 | Outline service desk challenges. |
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1.2 | Review diagnostics results. |
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1.3 | Review current state assessment. |
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1.4 | Review service desk structure and staffing |
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1.5 | Create a RACI chart to review accountabilities. |
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1.6 | List IT service support roles. |
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1.7 | Review current task allocations. |
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1.8 | Create a list of required reports and metrics. |
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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: | |
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2.1 | Review incident management challenges. |
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2.2 | Define incident management workflows. |
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2.3 | Define critical incident management workflow. |
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2.4 | Design critical incident communication plan. |
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2.5 | Identify opportunities to automate ticket creation. |
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2.6 | Identify opportunities to reduce recurring tickets. |
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2.7 | Assess ticket categorization. |
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2.8 | Enhance ticket classifications with resolution codes. |
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2.9 | Build a small number of rules to facilitate prioritization. |
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2.10 | Define escalation rules. |
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2.11 | Define automated escalations. |
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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: | |
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3.1 | Define service requests with SLAs. |
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3.2 | Build and critique request workflows. |
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3.3 | Distinguish between requests and small projects. |
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3.4 | Review service definition checklist for standardized request models. |
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3.5 | Develop self-help tools for end users. |
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3.6 | Design knowledge management processes. |
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3.7 | Create actionable knowledgebase articles. |
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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: | |
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4.1 | Create a requirements list for the service desk tool. |
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4.2 | Investigate which tool best meets your needs. |
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4.3 | Create the communication plan. |
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4.4 | Build an implementation roadmap. |
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