Failing to implement an outsourced service desk that is focused on value can lead to:
High costs caused by a decline in service metrics performance.
A loss of service desk quality.
Continued lack of end-user empathy.
Outsourcing a service desk based on value and service metrics leads to:
Decreased costs as a result of improved service desk performance.
Greater focus on strategic projects by outsourcing tier one functions.
Improved IT reputation within the business through improved service metrics.
Improved service desk performance thanks to managed service provider capability.
Module 1: Prepare Your Service Desk for Outsourcing
The Purpose
Assess your service desk maturity.
Develop a plan for preparing for outsourcing.
Assess the cost of outsourcing.
Key Benefits Achieved
Improved service desk maturity.
Clear definition of outsourcing project structure.
Understanding of total cost of outsourcing.
Activities:
Outputs:
1.1
Assess service desk maturity.
Service Desk Maturity Assessment
1.2
Design your tiered service desk.
Service Desk Cost Estimate
1.3
Create an outsourcing decision matrix.
1.4
Complete a service desk feasibility assessment.
Module 2: Develop Your Outsourcing Strategy
The Purpose
Prepare an outsourcing strategy based on the current and future state of the service desk.
Identify goals and objectives, risks, constraints, and metrics.
Key Benefits Achieved
A clear vision for what your outsourced service desk seeks to achieve and how you are going to achieve it.
Activities:
Outputs:
2.1
Identify roles and responsibilities.
Outsourcing Strategy
2.2
Identify goals and objectives.
2.3
Outline potential risks and constraints.
2.4
Define tension metrics to balance reporting.
Module 3: Develop Your Outsourcing RFP
The Purpose
Build a comprehensive RFP based on the outputs of your strategy and the activities in this module.
Key Benefits Achieved
Identification of current and future requirements.
Distinction made between outsourced and retained services.
Detailed RFP to ensure respondents are the right-sized fit.
Activities:
Outputs:
3.1
Identify current and future requirements.
Service Desk Outsourcing RFP
3.2
Outline ITSM solution requirements.
3.3
Define in-house and retained service desk functions.
3.4
Complete RFP.
Module 4: Select a Managed Service Provider and Manage the Transition
The Purpose
Develop a process for evaluating RFP responses, selecting an outsourcing partner, and managing the transition.
Key Benefits Achieved
Defined evaluation process for RFP responses.
Clear exit conditions.
Identification of roles for both parties involved.
Activities:
Outputs:
4.1
Develop interview questions for candidate managed service providers and client references.
MSP Interview Script
Client Reference Interview Script
4.2
Score RFP responses.
RFP Scoring Summary
4.3
Identify roles and responsibilities.
4.4
Develop exit strategy.
Exit Strategy
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.
Book Your Workshop