Build a Right-Sized Service Desk for Small Enterprise
Keep sustainability front of mind to develop a service desk that suits your needs.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.Building a service desk without a plan can result in: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.
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.
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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