Extend the Service Desk to the Enterprise

Position IT as a leader in service management.

Onsite Workshop

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.

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

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