IT Service Desk: Which issues with the current monitoring solution do you want to overcome for business/IT service?

Save time, empower your teams and effectively upgrade your processes with access to this practical IT Service Desk Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any IT Service Desk related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

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The Toolkit contains the following practical and powerful enablers with new and updated IT Service Desk specific requirements:

STEP 1: Get your bearings

Start with…

The latest quick edition of the IT Service Desk Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals…

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 849 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which IT Service Desk improvements can be made.

Examples; 10 of the 849 standard requirements:

Should a manually created (as opposed to automatically discovered) CI wear a specific prefix/suffix indicating manual origin?
How are customer support challenges solved using service management best practices from the it infrastructure library?
What group of people, functions, are the recipients of information from the business/IT service monitoring solution?
Are applications and supporting infrastructure aligned to meet current and future needs of the organization?
Are current IT service delivery and processes adequate to meet the short and long term organizations needs?
Is the Master Contractor providing timesheets or other appropriate documentation to support invoices?
What are the success criteria of a good business/IT service monitoring solution in your organization?
How is the perceived and actual availability from a customer perspective, taken from the last month?
Which issues with the current monitoring solution do you want to overcome for business/IT service?
How is your service desk operations improved by using IT service management best practices?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

The workbook is the latest in-depth complete edition of the IT Service Desk book in PDF containing 849 requirements, which criteria correspond to the criteria in…

Your IT Service Desk self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

The Self-Assessment Excel Dashboard; with the IT Service Desk Self-Assessment and Scorecard you will develop a clear picture of which IT Service Desk areas need attention, which requirements you should focus on and who will be responsible for them:

Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
Gives you a professional Dashboard to guide and perform a thorough IT Service Desk Self-Assessment
Is secure: Ensures offline data protection of your Self-Assessment results
Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage IT Service Desk projects with the 62 implementation resources:

62 step-by-step IT Service Desk Project Management Form Templates covering over 6000 IT Service Desk project requirements and success criteria:

Examples; 10 of the check box criteria:

Quality Metrics: Did the team meet the IT Service Desk project success criteria documented in the Quality Metrics Matrix?
Executing Process Group: What are the key components of the IT Service Desk project communications plan?
Probability and Impact Matrix: What are the channels available for distribution to the customer?
Cost Management Plan: Forecasts – How will the cost to complete the IT Service Desk project be forecast?
WBS Dictionary: Is future work which cannot be planned in detail subdivided to the extent practicable for budgeting and scheduling purposes?
Risk Management Plan: Risk Categories: What are the main categories of risks that should be addressed on this IT Service Desk project?
Activity Duration Estimates: Under these circumstances what would be the best thing to do?
Quality Audit: How does the organization know that its staffing profile is optimally aligned with the capability requirements implicit (or explicit) in its Strategic Plan?
Variance Analysis: Are records maintained to show how management reserves are used?
Schedule Management Plan: Is the schedule vertically and horizontally traceable?

Step-by-step and complete IT Service Desk Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

1.1 IT Service Desk project Charter
1.2 Stakeholder Register
1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

2.1 IT Service Desk project Management Plan
2.2 Scope Management Plan
2.3 Requirements Management Plan
2.4 Requirements Documentation
2.5 Requirements Traceability Matrix
2.6 IT Service Desk project Scope Statement
2.7 Assumption and Constraint Log
2.8 Work Breakdown Structure
2.9 WBS Dictionary
2.10 Schedule Management Plan
2.11 Activity List
2.12 Activity Attributes
2.13 Milestone List
2.14 Network Diagram
2.15 Activity Resource Requirements
2.16 Resource Breakdown Structure
2.17 Activity Duration Estimates
2.18 Duration Estimating Worksheet
2.19 IT Service Desk project Schedule
2.20 Cost Management Plan
2.21 Activity Cost Estimates
2.22 Cost Estimating Worksheet
2.23 Cost Baseline
2.24 Quality Management Plan
2.25 Quality Metrics
2.26 Process Improvement Plan
2.27 Responsibility Assignment Matrix
2.28 Roles and Responsibilities
2.29 Human Resource Management Plan
2.30 Communications Management Plan
2.31 Risk Management Plan
2.32 Risk Register
2.33 Probability and Impact Assessment
2.34 Probability and Impact Matrix
2.35 Risk Data Sheet
2.36 Procurement Management Plan
2.37 Source Selection Criteria
2.38 Stakeholder Management Plan
2.39 Change Management Plan

3.0 Executing Process Group:

3.1 Team Member Status Report
3.2 Change Request
3.3 Change Log
3.4 Decision Log
3.5 Quality Audit
3.6 Team Directory
3.7 Team Operating Agreement
3.8 Team Performance Assessment
3.9 Team Member Performance Assessment
3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

4.1 IT Service Desk project Performance Report
4.2 Variance Analysis
4.3 Earned Value Status
4.4 Risk Audit
4.5 Contractor Status Report
4.6 Formal Acceptance

5.0 Closing Process Group:

5.1 Procurement Audit
5.2 Contract Close-Out
5.3 IT Service Desk project or Phase Close-Out
5.4 Lessons Learned

Results

With this Three Step process you will have all the tools you need for any IT Service Desk project with this in-depth IT Service Desk Toolkit.

In using the Toolkit you will be better able to:

Diagnose IT Service Desk projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
Implement evidence-based best practice strategies aligned with overall goals
Integrate recent advances in IT Service Desk and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’

This Toolkit empowers people to do just that – whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc… – they are the people who rule the future. They are the person who asks the right questions to make IT Service Desk investments work better.

This IT Service Desk All-Inclusive Toolkit enables You to be that person: