Standardize the Service Desk

Strengthen your service desk to build a strong ITSM foundation.

Onsite Workshop

Service desk managers with immature service desk processes struggle with:

  • Low business satisfaction.
  • High cost to resolve incidents and implement requests.
  • Confused and unhappy end users.
  • High ticket volumes and a lack of root-cause analysis to reduce recurring issues.
  • Wasted IT time and wages resolving the same issues time and again.
  • Ineffective demand planning.

Standardizing service desk processes will:

  • Reduce average time to resolve incidents and average time to implement requests.
  • Reduce service support operating costs.
  • Improve satisfaction with every IT service.

Module 1: Conduct Gap Analysis

The Purpose

Conduct a current state assessment of the existing service desk.

Key Benefits Achieved

Assess the process maturity, structure, staffing, and key metrics of the existing service desk, and determine your target state.

Activities: Outputs:
1.1 Outline service desk strengths.
1.2 Outline service desk challenges.
1.3 Complete current state assessment.
  • Current State Assessment
1.4 Identify key areas for improvement.
  • End-User Satisfaction Diagnostic Survey
1.5 Analyze service desk organization.
1.6 Define service desk structure.
  • Optimal service desk structure
1.7 Review implications of shift-left strategy.
  • Shift-left service support strategy
1.8 Identify stakeholders and goals to inform metrics.
1.9 Identify metrics to track based on goals.
1.10 Create a list of required reports and dashboards.
  • Service desk metrics and reports
1.11 Rationalize ticket channels.
1.12 Discuss ticket handling challenges.
  • Shift-Handover Template
1.13 Define a QA process for improving ticket and call quality.
  • QA ticket and call testing checklist
1.14 Use the ticket and call quality assessment tool.
1.15 Identify ticket template candidates.
  • List of ticket templates
  • List of recurring tickets

Module 2: Design Incident Management

The Purpose

Conduct a health check on incident management processes, improve the key elements, and align them to best practices.

Key Benefits Achieved

Develop workflows for incident and critical incident management processes, and develop guidelines for ticket handling, categorization, prioritization, and escalation.

Activities: Outputs:
2.1 Review incident management challenges.
2.2 Define incident management workflows.
  • Incident management workflows
2.3 Build end-user satisfaction survey.
  • End-user satisfaction survey
2.4 Define critical incident management workflow.
  • Critical incident management workflow
2.5 Design critical incident communication plan.
  • Critical incident management communication plan
2.6 Assess ticket categorization.
  • Enhanced ticket categorization scheme
2.7 Enhance ticket categories with resolution codes.
  • Ticket resolution and status codes
2.8 Build a prioritization matrix.
  • Optimized ticket prioritization scheme
2.9 Define response and resolution times.
2.10 Build escalation decision rights.
  • Guidelines for ticket escalations
2.11 Build out escalation rules and guidelines.
  • List of automatic escalations
2.12 Create a list of application specialists.

Module 3: Design Request Fulfilment

The Purpose

Conduct a health check on service request fulfilment, improve its key elements, and align them to best practices.

Key Benefits Achieved

Develop workflows for service request fulfilment, prepare for a service catalog project, and put in place a process to build and maintain a knowledgebase targeted on your most important tickets.

Activities: Outputs:
3.1 Define service requests with SLAs.
  • An estimated service level for each service request
3.2 Review general service request fulfillment process.
3.3 Document and analyze service request workflows.
  • Workflows for the most common service requests
3.4 Distinguish between requests and small projects.
  • Request vs. project criteria
3.5 Evaluate existing or desired features of your service portal.
3.6 Evaluate service portals.
3.7 Brainstorm ideas to optimize portal UX.
  • Features and UX design ideas for current or future portal
3.8 Design the portal’s ticket intake form.
3.9 Draft a high-level project plan for a self-service portal project.
  • High-level plan to implement a portal
3.10 Discuss the benefits or objections to implementing a knowledgebase.
  • List of potential knowledgebase articles
3.11 Create actionable knowledgebase articles.
3.12 Design knowledgebase management processes.
  • Knowledgebase article template
3.13 Build a knowledge management process workflow.
  • Knowledgebase process and workflow
  • Role Description: Knowledge Manager

Module 4: Plan the Implementation of the Service Desk

The Purpose

Prepare to implement the service desk processes built in previous modules.

Key Benefits Achieved

Compile requirements for service desk software, build a communication plan, and develop an implementation roadmap.

Activities: Outputs:
4.1 Build implementation roadmap.
  • Service desk implementation roadmap
4.2 Review project task list to assess timelines and accountabilities.
4.3 Create the communication plan.
  • Communication plan
4.4 Discuss strategies to increase adoption.
  • Adoption strategies

Workshop icon 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.

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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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