IT Service Desk Toolkit

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Follow standard IT service desk procedures; log all interactions; redirect or escalate problems to appropriate resources as needed; identify and escalate situations requiring urgent attention.

More Uses of the IT Service Desk Toolkit:

  • Install, configure, test, maintain, monitor, and troubleshoot end user workstation software/hardware, networked peripheral devices, and networking software/hardware products.

  • Head: interface with IT vendors and suppliers related to end user desktop support, procuring IT equipment and maintaining related processes.

  • Audit: work closely with other IT areas (IT operations, pmo, applications, data analytics, and training) to implement new technology in accordance with change management best practices.

  • Troubleshoot and resolve end user hardware, operating system, and software related problems, when possible from the Help Desk Supervisor.

  • Oversee the development of processes, fulfillment procedures, and adherence audits to mature the management and control of technology service requests, incidents, changes and problems.

  • Lead through innovative technology and your efficient, flexible production capabilities, you deliver value added products and customer driven solutions.

  • Guide: work in conjunction with the IT service desk in relation to asset distribution and reclamation to ensure a high level of service.

  • Guide: monitor the ticketing system for requests assigned to the queue and process based upon urgency and service level agreements (slas).

  • Govern IT service desk, engineering, applications, data analytics, project management to resolve and complete incidents and service requests.

  • Govern: facilitating continuous process improvement; recommending new and innovative approaches to improve service delivery or reduce costs.

  • Provide training, advice, and guidance to technical and non technical users in the use of software, hardware, and peripheral devices.

  • Resolve workstation issues throughout your organization to maximize organization wide productivity and minimize system downtime.

  • Ensure there is adequate capacity in the infrastructure to meet current and future demands (leveraging Group IT Operations team).

  • Ensure that all service level agreements (SLAs) for information technology services across your organization are delivered according to specifications.

  • Manage work with the IT Managers to identify gaps in the Help Desk process and recommends solutions that will enhance and improve computing support delivered to end users.


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 996 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 996 standard requirements:

  1. What actually is the future of IT Service Management if the purchasing and consuming of IT continues to move towards the business and away from the more traditional budget owners in IT?

  2. 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 help desk?

  3. 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?

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

  5. 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?

  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. 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?

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

  9. 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?

  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 IT Service Desk book in PDF containing 996 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. Cost Management Plan: Do IT Service Desk project teams & team members report on status / activities / progress?

  2. Risk Register: Cost/benefit Ð how much will the proposed mitigations cost and how does this cost compare with the potential cost of the risk event/situation should it occur?

  3. Quality Audit: For each device to be reconditioned, are device specifications, such as appropriate engineering drawings, component specifications and software specifications, maintained?

  4. Human Resource Management Plan: Have the procedures for identifying budget variances been followed?

  5. Variance Analysis: There are detailed schedules which support control account and work package start and completion dates/events?

  6. Probability and Impact Matrix: What should be the gestation period for the IT Service Desk project with this technology?

  7. Closing Process Group: Mitigate. what will you do to minimize the impact should a risk event occur?

  8. Risk Management Plan: Management -what contingency plans do you have if the risk becomes a reality?

  9. Executing Process Group: How does IT Service Desk project management relate to other disciplines?

  10. Cost Management Plan: How relevant is this attribute to this IT Service Desk project or audit?

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



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.