Help Desk Support Toolkit

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Help Desk Support 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 998 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Help Desk Support improvements can be made.

Examples; 10 of the 998 standard requirements:

  1. Do you predict that an outage is likely going to occur so that your team can take the necessary steps in advance to prevent it from ever even crossing your service service desk?

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

  3. What are the key objectives that are central to your organizations overall future success, and how does it go about evaluating its achievement for each of objectives?

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

  5. 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 service desk analysts?

  6. 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?

  7. Are service desk calls recorded/registered, assigned to appropriate personnel, tracked and monitored, and prioritized to ensure quality and timely resolution?

  8. Are Help Desk calls recorded/registered, assigned to appropriate personnel, tracked and monitored, and prioritized to ensure quality and timely resolution?

  9. Is it your organizations intent that service desk Facilities be separate and distinct from the Project Work Site established by the Vendor?

  10. What is your organization structure and what impact does it have on the design and use of the performance management and control system?


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 Help Desk Support book in PDF containing 998 requirements, which criteria correspond to the criteria in...

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

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

Examples; 10 of the check box criteria:

  1. Monitoring and Controlling Process Group: Were sponsors and decision makers available when needed outside regularly scheduled meetings?

  2. Project Schedule: Are quality inspections and review activities listed in the Help Desk Support project schedule(s)?

  3. Risk Audit: What limitations do auditors face in effectively applying risk-assessment results to the risk of material misstatement measures?

  4. Lessons Learned: Overall, how effective were the efforts to prepare you and your organization for the impact of the product/service of the Help Desk Support project?

  5. Project or Phase Close-Out: Were the outcomes different from the already stated planned?

  6. Quality Management Plan: Do trained quality assurance auditors conduct the audits as defined in the Quality Management Plan and scheduled by the Help Desk Support project manager?

  7. Variance Analysis: Are records maintained to show how undistributed budgets are controlled?

  8. Team Member Status Report: Are the products of your organizations Help Desk Support projects meeting customers objectives?

  9. Team Member Performance Assessment: How are assessments designed, delivered, and otherwise used to maximize training?

  10. Team Operating Agreement: Do you vary your voice pace, tone and pitch to engage participants and gain involvement?

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

1.0 Initiating Process Group:

  • 1.1 Help Desk Support project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Help Desk Support project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Help Desk Support 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 Help Desk Support 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 Help Desk Support 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 Help Desk Support 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 Help Desk Support project with this in-depth Help Desk Support Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Help Desk Support 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 Help Desk Support 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 Help Desk Support investments work better.

This Help Desk Support 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.