A proliferation of service desks can result in:
- Inconsistent processes across service desks, resulting in low efficiency and inconsistent service delivery.
- Disparate ITSM tools and technology, leading to inefficient workflows, lack of data integration, and high license and support costs.
- Low end-user satisfaction caused by lack of visibility into tickets and inconsistent experiences across service desks.
A service desk consolidation plan leads to:
- A smooth transition to a single point of contact for end users.
- Reduced operating costs, standardized processes, and improved service delivery across the organization.
- Buy-in and adoption of the new service desk from end users, staff, and key stakeholders.
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Book NowModule 1: Engage Stakeholders to Develop a Vision for the Service Desk
The Purpose
- Identify and engage key stakeholders.
- Conduct an executive visioning session to define the scope and goals of the consolidation.
Key Benefits Achieved
- A list of key stakeholders and an engagement plan to identify needs and garner support for the change.
- A common vision for the consolidation initiative with clearly defined goals and objectives.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Identify key stakeholders and develop an engagement plan. |
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| 1.2 | Brainstorm desired service desk attributes. |
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| 1.3 | Conduct an executive visioning session to craft a vision for the consolidated service desk. |
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| 1.4 | Define project goals, principles, and KPIs. |
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Module 2: Conduct a Full Assessment of Each Service Desk
The Purpose
- Assess the overall maturity, structure, organizational design, and performance of each service desk.
- Assess current ITSM tools and how well they are meeting needs.
Key Benefits Achieved
- A robust current state assessment of each service desk.
- An understanding of agent skills, satisfaction, roles, and responsibilities.
- An evaluation of existing ITSM tools and technology.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Review the results of diagnostics programs. |
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| 2.2 | Map organizational structure and roles for each service desk. |
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| 2.3 | Assess overall maturity and environment of each service desk. |
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| 2.4 | Assess current information system environment. |
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Module 3: Design Target Consolidated Service Desk
The Purpose
- Define the target state for consolidated service desk.
- Identify requirements for the service desk and a supporting solution.
Key Benefits Achieved
- Detailed requirements and vision for the consolidated service desk.
- Gap analysis of current vs. target state.
- Documented standardized processes and procedures.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Identify requirements for target consolidated service desk. |
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| 3.2 | Build requirements document and shortlist for ITSM tool. |
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| 3.3 | Use the scorecard comparison tool to assess the gap between existing service desks and target state. |
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| 3.4 | Document standardized processes for new service desk. |
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Module 4: Plan for the Transition
The Purpose
- Break down the consolidation project into specific initiatives with a detailed timeline and assigned responsibilities.
- Plan the logistics and cost of the consolidation for process, technology, and facilities.
- Develop a communications plan.
Key Benefits Achieved
- Initial analysis of the logistics and cost considerations to achieve the target.
- A detailed project roadmap to migrate to a consolidated service desk.
- A communications plan with responses to anticipated questions and objections.
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Plan the logistics of the transition. |
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| 4.2 | Assess the cost and savings of consolidation to refine business case. |
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| 4.3 | Identify initiatives and develop a project roadmap. |
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| 4.4 | Plan communications for each stakeholder group. |
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