Extend the Service Desk to the Enterprise

Position IT as a leader in service management.

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 This content is not maintained and may contain information or links that are out of date.

Unstructured service management processes in other business units leads to:

  • Time wasted on administrative tasks and manual work.
  • Reliance on email, phone calls, or personal visits to coordinate the request, which is slow, error-prone, and hampers visibility.
  • Lack of data and reporting on time spent on service requests that cuts into projects time.
  • End-user confusion and dissatisfaction about getting the help they need.

Extending the service beyond IT leads to:

  • Improved customer experience through ease of use and self-help.
  • More efficient processes within other departments.
  • Standardized processes across the business.
  • Better ROI on the service desk tool.

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: Assess Feasibility of Extension

The Purpose

  • Assess readiness of IT to extend the service desk.
  • Identify target business units and define an approach to extending the service desk.
  • Make the case to the business and target departments.

Key Benefits Achieved

  • Inform current state assessment with data.
  • Identify business units that could most benefit from adopting the service desk.
  • Gain business buy-in for the project.

Activities: Outputs:
1.1 Assess diagnostic results.
  • Evaluate diagnostic results to understand current state
1.2 Assess organizational readiness to extend.
  • Extension Feasibility Assessment evaluates IT’s readiness to extend the service desk
1.3 Brainstorm departments for inclusion, choose an approach and prioritize departments.
  • Prioritized list of business units to extend the service desk to
1.4 Identify the business benefits to inform business case.
  • Executive Presentation to make the case
1.5 Identify metrics to evaluate the success of the project.
  • KPIs and metrics

Module 2: Plan the Service Desk

The Purpose

  • Get buy-in from the selected business unit.
  • Define the structure of the service desk.
  • Define the operating model and services provided.

Key Benefits Achieved

  • Get the target business unit on board by emphasizing relevant benefits.
  • Build the most efficient service desk structure.
  • Define the services that will be offered.

Activities: Outputs:
2.1 Identify challenges facing the target business unit along with associated benefits of service desk adoption.
  • Targeted challenges and benefits to get the business unit on board
2.2 Define structure of service desk.
  • Service Desk Extension Strategy with defined operating structure and tiers of the service desk
2.3 Define ticket intake process, structure, and queues within target business unit.
  • Operating model including ticket intake and lifecycle through the business unit
2.4 Brainstorm and prioritize services for inclusion.
  • Prioritized list of services to include

Module 3: Design Services and Processes

The Purpose

  • Define the process for handling service requests.
  • Build out service definitions.
  • Build workflows for specific services the business unit will provide.

Key Benefits Achieved

  • Build a service request workflow.
  • Describe all essential features of the service using a Service Definition Checklist.
  • Discuss processes for handling requests and document in workflows.

Activities: Outputs:
3.1 Build a high-level service request workflow.
  • Defined service request workflow
3.2 Identify essential service features.
  • Completed service definition checklist
3.3 Define the service request process.
3.4 Build workflow diagrams for each type of service request.
  • Service request workflows

Module 4: Build the Implementation Plan

The Purpose

  • Select and configure supporting tools and self-help.
  • Build a communication and training plan.
  • Build an implementation roadmap.

Key Benefits Achieved

  • Decide on an approach to extending or purchasing an ITSM tool that best suits needs.
  • Improve adoption with a communication and training plan.
  • Organize the project with a roadmap.

Activities: Outputs:
4.1 Build requirements for service desk tool.
  • Approach to selecting or extending tool and defined requirements
4.2 Design self-help for users.
  • Self-service portal design and features
4.3 Define roles and responsibilities.
  • Defined roles and responsibilities to support service desk
4.4 Build a communication and training plan.
  • Communications and training plan to support adoption
4.5 Build a roadmap.
  • Implementation roadmap

Book this workshop now to accelerate your IT projects

Visit our IT Cost Optimization Center
Over 100 analysts waiting to take your call right now: 1-519-432-3550 x2019
© Info-Tech Research Group | Terms of Use | Privacy Policy