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Jan2007 Establishing A Service Desk Draft

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IT Service and Support
IT Service and Support

Carrie Powers, Analysts Intl.

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Establishing a Service Desk Carrie Powers Help Desk Team Leader Analysts International Corporation
Introduction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Help Desk of Before Problems With This Model ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Fast Forward… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Carrying This Scenario Forward ,[object Object],[object Object],[object Object],[object Object]
Realization Summary ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How Does One Make Progress? ,[object Object],[object Object]
Help Desk Creation Business Goals and Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Help Desk Creation Business Goals and Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Help Desk Creation Business Goals and Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Help Desk Creation Business Goals and Objectives ,[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Considerations ,[object Object],[object Object],[object Object],[object Object],[object Object]
Structure / Processes / Forums ,[object Object]
Structure / Processes / Forums ,[object Object],[object Object],[object Object],[object Object]
Structure / Processes / Forums ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Structure / Processes / Forums ,[object Object],[object Object],[object Object],[object Object]
Structure / Processes / Forums ,[object Object],[object Object],[object Object],[object Object]
ITIL Service Desk ,[object Object]
Help Desk Vs. Service Desk ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How a Service Desk Will Save An Organization… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Trouble Ticket System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Structure / Processes / Forums ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object]
Customer Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Level Establishment
Setting Expectations
Balanced Scorecard Development ,[object Object],[object Object]
Balanced Scorecard Development ,[object Object],[object Object],[object Object],[object Object],[object Object]
Balanced Scorecard Development ,[object Object],[object Object],[object Object],[object Object]
Balanced Scorecard Development ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Balanced Scorecard Development ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Balanced Scorecard Development ,[object Object],[object Object],[object Object],[object Object]
Key Performance Indicators (KPIs) ,[object Object],[object Object]
Key Performance Indicators (KPIs) ,[object Object],[object Object],[object Object],[object Object],[object Object]
DOs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
DOs ,[object Object]
DOs ,[object Object]
DOs ,[object Object]
DOs ,[object Object]
DOs ,[object Object]
DOs ,[object Object]
DOs ,[object Object]
DON’T ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Remember ,[object Object],[object Object]
Thank you!! ,[object Object]

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