Standardize the Service Desk

Improve customer service by driving consistency in your support approach and meeting SLAs.

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The service desk is known as the face of IT. Despite its importance, organizations do not have a standard service desk practice to meet the requirements of their business and end users.

  • The service desk lacks processes and workflows to provide service.
  • Service desk managers struggle to set and meet service-level expectations, which further compromises end-user satisfaction.
  • Service desk processes are managed inconsistently: some low severity level tickets are handled faster than some other higher severity level tickets.
  • There is no framework for categorization, prioritization, and escalation of tickets to higher tiers, which all lead to siloed service management.

Service desk improvement leads to higher customer satisfaction and better service delivery. Standardizing the service desk results in:

  • Cost reduction and time saving for ticket handling.
  • Improvement of incident management procedure, ticket prioritization, and escalation.
  • Better request fulfillment and creating opportunities for service automation.
  • Effective service support through knowledge sharing by specialists.

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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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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.

Module 1: Lay Service Desk Foundations

The Purpose

Discover your challenges and understand what roles, metrics, and ticket handling procedures are needed to tackle the challenges.

Key Benefits Achieved

  • Set a clear understanding about the importance of service desk to your organization and service desk best practices.

Activities: Outputs:
1.1 Assess current state of the service desk.
  • Current state assessment
1.2 Review service desk and shift-left strategy.
  • Shift-left strategy and implications
1.3 Identify service desk metrics and reports.
  • Service desk metrics and reports
1.4 Identify ticket handling procedures
  • Ticket handling procedures

Module 2: Design Incident Management

The Purpose

  • Build workflows for incident and critical incident tickets.

Key Benefits Achieved

  • Distinguish incidents from service requests.
  • Ticket categorization facilitates ticket. routing and reporting.
  • Develop an SLA for your service desk team for a consistent service delivery.

Activities: Outputs:
2.1 Build incident and critical incident management workflows.
  • Incident and critical incident management workflows
2.2 Design ticket categorization scheme and proper ticket handling guidelines.
  • Ticket categorization scheme
2.3 Design incident escalation and prioritization guidelines.
  • Ticket escalation and prioritization guidelines

Module 3: Design Request Fulfilment

The Purpose

  • Build service request workflows and prepare self-service portal.

Key Benefits Achieved

  • Standardize request fulfilment processes.
  • Prepare for better knowledge management and leverage self-service portal to facilitate shift-left strategy.

Activities: Outputs:
3.1 Build service request workflows.
  • Distinguishing criteria for requests and projects
  • Service request workflows and SLAs
3.2 Build a targeted knowledgebase.
  • Knowledgebase article template, processes, and workflows
3.3 Prepare for a self-serve portal project.

Module 4: Build Project Implementation Plan

The Purpose

  • Now that you have laid the foundation of your service desk, put all the initiatives into an action plan.

Key Benefits Achieved

  • Discuss priorities, set timeline, and identify effort for your service desk.
  • Identify the benefits and impacts of communicating service desk initiatives to stakeholders and define channels to communicate service desk changes.

Activities: Outputs:
4.1 Build an implementation roadmap.
  • Project implementation and task list with associated owners
4.2 Build a communication plan
  • Project communication plan and workshop summary presentation
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