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Build a Service Desk Consolidation Strategy

Manage the dark side of growth.

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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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Module 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.
  • Stakeholder Engagement Workbook
1.2 Brainstorm desired service desk attributes.
1.3 Conduct an executive visioning session to craft a vision for the consolidated service desk.
1.4 Define project goals, principles, and KPIs.
  • Executive Presentation

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.
2.2 Map organizational structure and roles for each service desk.
2.3 Assess overall maturity and environment of each service desk.
  • Consolidate Service Desk Assessment Tool
2.4 Assess current information system environment.

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.
3.2 Build requirements document and shortlist for ITSM tool.
3.3 Use the scorecard comparison tool to assess the gap between existing service desks and target state.
  • Consolidate Service Desk Scorecard Tool
3.4 Document standardized processes for new service desk.
  • Consolidated Service Desk SOP

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.
4.2 Assess the cost and savings of consolidation to refine business case.
  • Consolidation TCO Tool
4.3 Identify initiatives and develop a project roadmap.
  • Consolidation Roadmap
4.4 Plan communications for each stakeholder group.
  • Executive Presentation
  • Communications Plan
  • News Bulletin & FAQ Template
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