Standardize the Service Desk

Provide timely and effective responses to user requests and resolutions of all incidents.

Onsite Workshop

Immature or non-standardized service desk process causes:

  • Low business satisfaction
  • High cost to solve issues
  • Confused and unhappy end users
  • No root cause analysis leading to frequent workarounds and few resolutions
  • Wasted IT time and wages resolving the same issues time and again
  • Ineffective demand planning

A standardized service desk process causes:

  • Improved satisfaction from both the business and end users
  • Increased efficiency due to process repeatability and decreased recurring issues
  • Lower cost to solve standard service desk issues
  • Enhanced demand planning resulting from trend analysis and reporting

Module 1: Make the Case for Service Desk Standardization, and Align Roles and Data for Success

The Purpose

  • Assess the current state by identifying problems and setting goals for improvement.
  • Define support goals and responsibilities.
  • Identify issues with ticket categorization and revise the categorization scheme. 

Key Benefits Achieved

  • A preferred future state for the service desk.
  • Clear delineation of roles for ticket escalations and knowledge transfer.
  • Improved ticket management and reporting though categorization. 

Activities: Outputs:
1.1 Assess the current state
  • Documented goals for improvement
1.2 Perform a maturity assessment and gap analysis
  • Maturity assessment and target state
1.3 Define service desk roles and responsibilities
  • RACI chart, and roles and responsibilities matrix
1.4 Improve ticket categorizations
  • Documented and tested classification schema

Module 2: Improve Reporting and Managing of Incidents

The Purpose

  • Ensure stakeholders receive appropriate service desk metrics.
  • Set standards to define and record incidents.
  • Prioritize incidents to minimize business disruptions.
  • Define escalation rules and processes. 

Key Benefits Achieved

  • Establish SLAs as required by stakeholders.
  • Establish incident management procedures.
  • Incident prioritization based on impact and urgency.
  • Improved response times and improved technician satisfaction. 

Activities: Outputs:
2.1 Improve IT services through better reports
  • Service Desk Dashboard
  • Action items/target goals
  • List of required reports
2.2 Improve incident management to increase customer service
  • Intake process improvement plan
  • Decision guide
  • Recurring issues for root cause analysis
2.3 Prioritize incidents to minimize business disruptions
  • Prioritization matrix
2.4 Define escalation rules and processes
  • Escalation rules matrix
  • Workflow diagrams

Module 3: Use Knowledge Sharing and Build Service Request Workflows

The Purpose

  • Define standards for a knowledgebase.
  • Introduce the creation of knowledgebase articles.
  • Standardize processes to verify, approve, and fulfill service requests.
  • Assign priority to service requests based on business criticality and service agreements.

Key Benefits Achieved

  • Increased incident resolution times.
  • Changed culture to one of knowledge sharing and cross training.
  • Better ways to manage service requests to better serve the business.

Activities: Outputs:
3.1 Use a knowledgebase to improve service team strength
  • Knowledgebase requirements list
  • Knowledgebase article template
  • Several draft knowledgebase articles
3.2 Improve services with better request management
  • Roadmap to service catalog
  • Workflow diagrams, SLAs, process critiques

Module 4: Evaluate Tools and Plan Communications

The Purpose

  • Evaluate the service desk tools for effectiveness.
  • Ensure policies are in place to guide user behavior and direct technicians.
  • Build a communication plan for service desk improvement.
  • Finalize the project roadmap with outstanding tasks.

Key Benefits Achieved

  • Determine whether a replacement is needed for current service desk tools.
  • Streamlined decision making for technicians.

Activities: Outputs:
4.1 Review service desk tools for effectiveness
  • Tool features list
  • Plan for improvement
4.2 Evaluate and perform policies gap analysis
  • Templates for missing policies
4.3 Build communications plan to ensure success
  • Communications plan
  • Project roadmap
  • Next steps

Module 5: Additional Service Desk Scenarios

The Purpose

  • Create a plan for project handovers.
  • Consolidate many help desks into a Service Desk.
  • Improve customer service at the Service Desk.
  • Build a knowledgebase to improve service team strength.

Key Benefits Achieved

  • Ensure a smooth transition for service desk support.
  • Consolidate help desks without compromising customer service.
  • Hone your team’s customer service skills

Activities: Outputs:
5.1 Project handover to support team
  • Project Handover Meeting Agenda
  • Project template
5.2 Consolidate multiple help desks into a service desk
  • Organizational Chart
5.3 Improve customer service at the Service Desk
  • Client management best practices
  • List of customer service competencies
5.4 Build a knowledgebase to improve service team strength

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Case Studies and Deliverables

Service Desk SOP for an Energy Company

With a new service desk tool coming in the following week, the organization wanted to formalize their service desk processes to ensure all requirements were met, and create a formal document to move forward with.

Service Desk SOP for a Public Sector Organization

Increasing staff and an organizational need to improve the maturity of the service desk meant IT had to rebuild its service desk to ensure all requests were handled efficiently and effectively.

Service Desk Case Study of Olmsted Medical Center

Over the years, 16 groups had emerged within Olmsted Medical Center that provided IT service desk support to employees, visitors, and patients. Info-Tech Research Group delivered a five-day Service Desk Optimization workshop to design an optimum structure for the target state service desk, consolidating the 16 disparate entities into a single organization.

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