Service Desk Toolkit

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

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

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

STEP 1: Get your bearings

Start with...


• The latest quick edition of the 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 991 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Desk improvements can be made.

Examples; 10 of the 991 standard requirements:


1. Do any service workloads need to be collocated for compliance, security, performance or financial reasons?
   
   

2. How do you ensure key decisions about the digital workplace are made with agreement from key stakeholders?
   
   

3. Do you feel there is a pressure from the business/ customers to keep up with developments in the industry?
   
   

4. What is the average number of transactions per user during peak hours and data transfers per transaction?
   
   

5. Have you discovered nomadic service workloads that need to be contained for compliance or cost reasons?
   
   

6. Does service management deliver the long promised benefits of improved IT efficiency and effectiveness?
   
   

7. Have the solution/service teams dedicated time to provide feedback and work though any rollout issues?
   
   

8. Are key stakeholders and organization leadership apprised of the concrete need for change and action?
   
   

9. Does your practice or community have individuals who are qualified to fill the role of care manager?
   
   

10. Is there a peer group of care managers that meets in your community that your care manager can join?
    
    


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 Service Desk book in PDF containing 991 requirements, which criteria correspond to the criteria in...


Your 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 Service Desk Self-Assessment and Scorecard you will develop a clear picture of which 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 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 Service Desk projects with the 62 implementation resources:


• 62 step-by-step Service Desk Project Management Form Templates covering over 1500 Service Desk project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Stakeholder Management Plan: Is there an on-going process in place to monitor Service Desk project risks?
   
   

2. Lessons Learned: How efficient were Service Desk project team meetings conducted?
   
   

3. Procurement Management Plan: Is there a requirements change management processes in place?
   
   

4. Schedule Management Plan: Are the quality tools and methods identified in the Quality Plan appropriate to the Service Desk project?
   
   

5. Procurement Audit: Has your organization examined in detail the definition of performance?
   
   

6. Scope Management Plan: Is pert / critical path or equivalent methodology being used?
   
   

7. Procurement Audit: Are regulations and protective measures in place to avoid corruption?
   
   

8. Team Member Performance Assessment: To what degree are sub-teams possible or necessary?
   
   

9. Executing Process Group: How well did the chosen processes fit the needs of the Service Desk project?
   
   

10. Human Resource Management Plan: Does the resource management plan include a personnel development plan?


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

1.0 Initiating Process Group:


• 1.1 Service Desk project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 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 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 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 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 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 Service Desk project with this in-depth Service Desk Toolkit.

In using the Toolkit you will be better able to:


• Diagnose 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 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 Service Desk investments work better.

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

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.