Extend the Service Desk to the Enterprise

Position IT as an innovator.

Onsite Workshop

If the CIO doesn’t extend the service desk beyond IT, they will:

  • Lose the opportunity to position IT as an innovator.
  • Lose the opportunity to garner support for a new service desk tool.
  • Have a non-IT case management or ticketing imposed on IT.
  • Find that the same service is provided by someone else at higher cost.

Extending service management processes to other business functions will:

  • Justify the expense of purchasing a new service desk solution for IT.
  • Reduce enterprise customer service costs.
  • Improve end-user satisfaction across the enterprise.
  • Position IT as an innovator and a trusted adviser.

Module 1: Define the Scope of the Project

The Purpose

  • Review the results of diagnostic survey.
  • Identify a prioritized list of non-IT services.
  • Share the initial case with project stakeholders. 

Key Benefits Achieved

  • Inform current state assessment with relevant data.
  • Identify potential non-IT services for inclusion in the service portfolio.
  • Garner support for the project. 

Activities: Outputs:
1.1 Review the results of your diagnostic to inform your current state assessment.
  • Put in place key metrics to get a baseline and measure service management performance.
1.2 Conduct a discovery meeting to brainstorm potential services for inclusion in the service portfolio.
  • Position the project as an opportunity to streamline internal service support.
1.3 Make the case to garner support for the project.
  • Evaluate the current state of service management in IT to assess project readiness.

Module 2: Design the Service

The Purpose

  • Develop a service design process.
  • Build the service description and define self-help options.
  • Generate the details concerning service cost and delivery. 

Key Benefits Achieved

  • Plan a structured approach to identify a service manager for non-IT services and assemble the service design team.
  • Coordinate initial service design activities and build relevant workflows.
  • Determine how the organization will support and deliver the service.

Activities: Outputs:
2.1 Initiate the service design process to identify a service manager and assemble the service design team.
  • A clearly-defined, high-level service definition that outlines key requirements.
2.2 Coordinate service design activities.
  • A coordination plan for service design activities.
2.3 Build service request workflows for each new service request associated with the new service.
  • A service design package that includes the essential elements to describe and support the service.
2.4 Create a matrix to establish decision rights for non-IT service desk interactions.
  • Information on how the organization will support the service.
2.5 Build incident and escalation workflows to define how the organization will restore service.
  • The technical details concerning how the organization will restore the service after interruptions.

Module 3: Build the Service Desk

The Purpose

  • Develop service desk solution requirements for the extended service desk.
  • Build a service desk roadmap and communication plan. 

Key Benefits Achieved

  • Determine whether the current ITSM solution can support an extended service desk.
  • Ensure project momentum. 

Activities: Outputs:
3.1 Review the Service Definition Checklist to assess the impact of the extension on the service desk mandate.
  • Define the mandate and architecture of the extended service desk.
3.2 Build a requirements document and demo script for an ITSM solution that is efficiently extensible to the enterprise.
  • Determine whether your ITSM solution can support an extended service desk.
3.3 Create the communication plan to identify when and where communication must take place.
  • Identify documentation and training to provide service desk agents with the support they need.
3.4 Review the executive presentation to discuss next steps.
  • Build a service desk roadmap and a communication plan to ensure project momentum.

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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.

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