Standardize the Service Desk
Improve customer service by driving consistency in your support approach and meeting SLAs.
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Organizations do not have a standard service desk practice to meet the requirements of their business and end users.
- Teams often know changes need to happen but it’s difficult to know where to start. The service desk team is often in firefighting mode and finds it difficult to find the time to proactively improve processes. However, putting off service desk standardization puts other improvements at risk as well, including plans to embrace new technologies, which risk moving poor processes into new solutions.
The service desk is the entry point for users to get help. IT must ensure the first line of interaction has the knowledge and tools they need to resolve quickly and preferably on first contact.
- Focus on standardizing and driving consistency on the service desk to be able to optimize support and improve interfacing processes.
- Without standardized processes, organizations become a mass of confusion, redundancies, and cost overruns. Standardization prevents wasting energy on reinventing solutions to recurring issues.
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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.
Book NowCase 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.
Module 1: Current and future state, and service desk structure
The Purpose
Define current state and develop a service desk vision. Define service desk structure and ticket intake.
Key Benefits Achieved
Alignment on goals for workshop. Improved service desk structure and ticket intake and triage.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Assess current state of the service desk and define objectives |
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| 1.2 | Build a user experience-driven service desk |
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| 1.3 | Define service desk structure, roles & responsibilities |
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| 1.4 | Improve ticket intake & triage |
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| 1.5 | Improve ticket prioritization |
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Module 2: Service Desk Data and Incident Resolution
The Purpose
Capture and report on the right data. Improve incident resolution.
Key Benefits Achieved
- Establish the foundation needed to capture useful data through effective ticket categories and metrics that enable continuous improvement.
- Documented and improved incident management workflow.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Improve ticket categories |
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| 2.2 | Enable metrics and KPIs |
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| 2.3 | Ensure ticket data quality |
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| 2.4 | Improve incident management process |
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Module 3: Service requests and shift left
The Purpose
Improve service request fulfillment and enable shift-left.
Key Benefits Achieved
- Clear differentiation between standard service and non-standard service requests and projects.
- Established process for building out and maintaining an internal and external knowledgebase.
- Increased self-service options.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Build service request workflows |
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| 3.2 | Build a targeted knowledgebase. |
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| 3.3 | Prepare for a self-serve portal project |
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Module 4: Develop the roadmap
The Purpose
Communicate and implement the vision for a standardized service desk.
Key Benefits Achieved
- Align on the vision for the next steps of the service desk.
- Develop effective messaging for key stakeholders.
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Articulate a service desk vision statement |
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| 4.2 | Build a communication plan |
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| 4.3 | Build implementation roadmap |
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