Service Desk Toolkit

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Ensure the service desk and desktop teams provide and deliver high levels of support by providing trends, reports and analysis of customer satisfaction, performance against agreed to service levels, and plans for service improvement.

More Uses of the Service Desk Toolkit:

  • Systematize: quickly and effectively diagnose and respond to service desk requests regarding data integrity and functional or interactive issues in existing and future dashboards.

  • Ensure your organization meets with business group employees and managers on an ongoing basis to collect feedback to improve services and support and keeps customers informed of any changes that impact the employee base.

  • Ensure you independently research and implement new technologies and provide end user support for work orders escalated by the Service Desk for assigned technologies.

  • Ensure your organization provides a high level of customer service by providing second tier support to end users Laptop/PC hardware and software incidents and service requests that flow through the Service Desk.

  • Provide first tier resolution over the telephone by diagnosing, troubleshooting and attempting problem reproduction to classify nature, level, and priority of problems.

  • Lead: open, track, and close trouble tickets; ensure problem ownership and promote end user satisfaction; track activities of field engineers to whom escalated tickets assigned.

  • Be accountable for working closely with managed service providers for Service Desk, application support, application maintenance and development, analytics solutions development, and support of SaaS products is highly preferred.

  • Collaborate with leadership to establish and implement relevant metrics for monitoring Information Technology infrastructure, service desk and field services performance.

  • Manage service desk staff to assure appropriate coverage to meet business needs and service level agreements (slas) to achieve excellence in customer service and satisfaction.

  • Ensure your organization manages responding to and resolving customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.

  • Develop processes and best practices to serve as the basis for introducing change to the Service Desk and end users, which will lead to more standardized, consistent delivery and mitigate any risk impacts.

  • Provide first and second tier resolution over the telephone by diagnosing, troubleshooting and attempting problem reproduction to classify nature, level, and priority of problems.

  • Evaluate: monitor service desk queue and respond to client requests for support ensuring all calls are being properly handled, prioritized, and customers are kept informed via service desk ticketing system.

  • Establish and maintain relationships with business and technology teams to determine service level agreements, understand service management processes, use of service desk technology, and communicate service measurements.

  • Modernize your service desk and end user services with new products, processes, and procedures using a logical approach for making the best, balanced decisions by evaluating alternatives and assessing risks and benefits.


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 995 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 995 standard requirements:

  1. What happens to the user profile when you have a mixed environment of physical and virtual machines running different operating systems and possibly remote desktop services sessions?

  2. Does the service desk management team ensure that the service desks vision, mission and objectives are aligned with its and your organizations vision, mission and objectives?

  3. Does the solution enable integration with IT management systems as service desk, workload automation, change management, incident management, and native workflow solutions?

  4. Does your organization provide the list of business applications and productivity software, which need to be supported by the service desk and desktop services engineers?

  5. Is fixing a customer help desk process that requires rapid retrieval of information and expertise location to resolve a customer issue going to have the highest payback?

  6. Does the tool enable the problem management team to communicate status and progress reports, as well as temporary solutions and workarounds to the service desk staff?

  7. Does the service desk control the incident management function and have the interfaces between service desk and incident management been defined and communicated?

  8. Do you believe the process used by your organizations help desk to authenticate callers is secure enough to prevent an attacker from overcoming it via spoofing?

  9. Do you have benchmarks for staffing ratios for each role as the number of servers a single engineer can support or the ratio of employees to help desk analysts?

  10. Does the service desk management team communicate details of business, it, and service desk strategies, goals and performance objectives to service desk staff?

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 995 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. Risk Data Sheet: What do people affected think about the need for, and practicality of preventive measures?

  2. Probability and Impact Assessment: Is the number of people on the Service Desk project team adequate to do the job?

  3. Team Performance Assessment: Social categorization and intergroup behaviour: Does minimal intergroup discrimination make social identity more positive?

  4. Procurement Audit: Where required, were candidates registered as approved contractors, suppliers or service providers or certified by relevant bodies?

  5. Human Resource Management Plan: What areas does the group agree are the biggest success on the Service Desk project?

  6. Activity List: How do you determine the late start (LS) for each activity?

  7. Initiating Process Group: At which stage, in a typical Service Desk project do stake holders have maximum influence?

  8. Procurement Audit: How is the evaluation of contract performance organized?

  9. Activity Duration Estimates: Briefly summarize the work done by Maslow, Herzberg, McClellan, McGregor, Ouchi, Thamhain and Wilemon, and Covey. How do theories relate to Service Desk project management?

  10. WBS Dictionary: Are the bases and rates for allocating costs from each indirect pool to commercial work consistent with the already stated used to allocate corresponding costs to Government contracts?

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



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.