Service Desk Goals and Objectives Toolkit

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


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Service Desk Goals and Objectives 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 Service Desk Goals and Objectives improvements can be made.

Examples; 10 of the 998 standard requirements:

  1. Do you have assurance for the software supporting the service desks; will it be available when needed, of sufficient integrity and proof against leaking your service problems to all and sundry?

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

  3. Is the service desk management team personally involved in reinforcing a customer focus and your organization culture, and is that involvement visible?

  4. Does the tool integrate with Configuration Management Systems or CMDBs to enable the Service Desk to identify, investigate and diagnose incidents?

  5. Is there a channel for relevant new tools & technologies to be researched, assessed and – where appropriate – introduced at the service desk?

  6. Is there an ongoing process in place to communicate to suppliers any concerns and issues affecting the quality of service being delivered?

  7. Do you carry out regular and post project reviews and learn from mistakes and successes and capture improvements in revised processes?

  8. Do service desk operators have a procedure or strategy for obtaining the required information from customers while handling the call?

  9. Is there a process in place to develop annual business and improvement service desk plans and implement required key deliverables?

  10. Is there a process in place to reward and recognize employees on support of your organizations results and performance objectives?


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 Goals and Objectives book in PDF containing 998 requirements, which criteria correspond to the criteria in...

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

  • 62 step-by-step Service Desk Goals and Objectives Project Management Form Templates covering over 1500 Service Desk Goals and Objectives project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Scope Management Plan: Does the business case include how the Service Desk Goals and Objectives project aligns with your organizations strategic goals & objectives?

  2. WBS Dictionary: Appropriate work authorization documents which subdivide the contractual effort and responsibilities, within functional organizations?

  3. Cost Management Plan: Is there a formal process for updating the Service Desk Goals and Objectives project baseline?

  4. Procurement Audit: Are individuals with check-signing responsibility prohibited from signing blank checks?

  5. Probability and Impact Matrix: Sensitivity analysis -which risks will have the most impact on the Service Desk Goals and Objectives project?

  6. Cost Baseline: If you sold 10x widgets on a day, what would the affect on profits be?

  7. Closing Process Group: Did the delivered product meet the specified requirements and goals of the Service Desk Goals and Objectives project?

  8. Project Management Plan: What should you drop in order to add something new?

  9. Change Management Plan: What are the current methods of sharing information and do there need to be new ones developed?

  10. Quality Management Plan: Are there processes in place to ensure internal consistency between the source code components?

 
Step-by-step and complete Service Desk Goals and Objectives Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Service Desk Goals and Objectives project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 Service Desk Goals and Objectives 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 Goals and Objectives 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 Goals and Objectives 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 Goals and Objectives 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 Goals and Objectives 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 Service Desk Goals and Objectives project with this in-depth Service Desk Goals and Objectives Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Service Desk Goals and Objectives 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 Goals and Objectives 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 Goals and Objectives investments work better.

This Service Desk Goals and Objectives 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.