IT Service Desk Toolkit

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.

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 999 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 999 standard requirements:


1. How likely would it be for you to recommend your services to another organization or business acquaintance?
   
   

2. Why is it better for your organization to engage an outside provider for the help desk and/or service desk?
   
   

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

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

5. Can the board materially modify your organizations equity capital structure without shareholder approval?
   
   

6. Does your organization disclose the existence of a formal CEO and key executive officers succession plan?
   
   

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

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

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

10. Does your organization disclose an approach for identifying and mitigating information security risks?
    
    


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 999 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 1500 IT Service Desk project requirements and success criteria:


Examples; 10 of the check box criteria:


1. Team Member Status Report: Are the products of your organizations IT Service Desk projects meeting customers objectives?
   
   

2. Network Diagram: How difficult will it be to do specific activities on this IT Service Desk project?
   
   

3. Procurement Management Plan: Is an industry recognized mechanized support tool(s) being used for IT Service Desk project scheduling & tracking?
   
   

4. Source Selection Criteria: Does an evaluation need to include the identification of strengths and weaknesses?
   
   

5. Procurement Audit: Was the chosen procedure the most efficient and effective for the performance of the contract?
   
   

6. Project Portfolio management: What are the four types of portfolios on which a PMO must focus?
   
   

7. Stakeholder Management Plan: What potential impact does the stakeholder have on the IT Service Desk project?
   
   

8. Cost Estimating Worksheet: Ask: are others positioned to know, are others credible, and will others cooperate?
   
   

9. Activity Duration Estimates: What is pmp certification, and why do you think the number of people earning it has grown so much in the past ten years?
   
   

10. Schedule Management Plan: Can be realistically shortened (the duration of subsequent tasks)?


 
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.

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.