Helpdesk Toolkit

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

STEP 1: Get your bearings

Start with...


• The latest quick edition of the Helpdesk 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 994 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Helpdesk improvements can be made.

Examples; 10 of the 994 standard requirements:


1. When hiring for your IT help desk, how do you find the people who have the right mix of hard skills and soft skills, technical know how and people skills?
   
   

2. Is your organization looking for a fixed fee agreement that covers all augmented support with the help desk and onsite being time and materials?
   
   

3. Will current classifications, job descriptions, and compensation levels adequately meet the demands of the newly designed work processes?
   
   

4. Are you dependent on third party BI tools/ integrations for detailed reporting in order to come up with effective data driven strategies?
   
   

5. Will you have access to reporting that outlines the types of calls received after hours, the times received, and the frequency?
   
   

6. What change must be effected at the administrative and management levels to support success of the redesigned business model?
   
   

7. Will your monitoring team be one person who is also your server team and network team and help desk team and database team?
   
   

8. What is the top benefit driving you to consolidate your organizations communication and collaboration to a single platform?
   
   

9. Why have you received a purchase order with no price even though a quote with a quoted amount was provided to the user?
   
   

10. Has the opsec manager or coordinator conducted an annual review and validation of your organizations opsec program?
    
    


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 Helpdesk book in PDF containing 994 requirements, which criteria correspond to the criteria in...


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


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


Examples; 10 of the check box criteria:


1. Activity Attributes: Can you re-assign any activities to another resource to resolve an over-allocation?
   
   

2. Procurement Management Plan: Are internal Helpdesk project status meetings held at reasonable intervals?
   
   

3. Project Portfolio management: Agility. how do organizations re-align portfolio when strategic objectives change?
   
   

4. Issue Log: Is there an important stakeholder who is actively opposed and will not receive messages?
   
   

5. Cost Management Plan: Is a pmo (Helpdesk project management office) in place and provide oversight to the Helpdesk project?
   
   

6. Procurement Audit: Are idle funds invested, and is interest distributed to the various activity accounts at least annually?
   
   

7. Activity Duration Estimates: Research recruiting and retention strategies at three different companies. What distinguishes one organization from another in this area?
   
   

8. Activity Duration Estimates: Is a work breakdown structure created to organize and to confirm the scope of each Helpdesk project?
   
   

9. Stakeholder Management Plan: What training requirements are there based upon the required skills and resources?
   
   

10. Stakeholder Management Plan: Are requirements management tracking tools and procedures in place?


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

1.0 Initiating Process Group:


• 1.1 Helpdesk project Charter

• 1.2 Stakeholder Register

• 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:


• 2.1 Helpdesk project Management Plan

• 2.2 Scope Management Plan

• 2.3 Requirements Management Plan

• 2.4 Requirements Documentation

• 2.5 Requirements Traceability Matrix

• 2.6 Helpdesk 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 Helpdesk 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 Helpdesk 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 Helpdesk 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 Helpdesk project with this in-depth Helpdesk Toolkit.

In using the Toolkit you will be better able to:


• Diagnose Helpdesk 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 Helpdesk 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 Helpdesk investments work better.

This Helpdesk 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.