1. What is a Service Desk?

2. Definition of Service
ITIL defines it as a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Or in plain english-
helping to get it done

3. Definition of Service Desk
Similar to a Help Desk:
The central point of contact between service providers and users/customers on a day-to-day basis.
But extends to:
Providing expertise, tools and structure to enable the staff, Departments and Organization to meet the mission.

4. Incident Problem Service Help Desk Difference Tools Trouble shooting
Service Desk
Incident
Tools
Trouble shooting
Problem
Trends
Get to the root
Service
Process
Change Mgmt.

5. Service Desk for a small org
Every org could do a service desk, but scaled to match the size\needs of the org
Larger Org
IT Team with specialized skills, training and tools
Small cross functional team supplemented by volunteers and vendors
Smaller Org

6. Service Desk for a small org
Formal structure established and supported by CIO in partnership with Leadership
Completed by IT Team
Process Mapping for new software
Implement Change Management Governance
Pro Bono consultant backed by small staff team
Small cross functional team meets to plan together
Examples

7. Become Proactive

8. Improvement not repairs

9. Organizational Impact
Understanding how
it all works:
Staff
Departments
Organization
Mission

10. Organizational Impact
Understanding how
it all works
Tools
People
Process

11. Organizational Capacity
Documented Process
Aligned Technology
Trained Staff

12. Organizational Capacity
Documented Process
Aligned Technology
Trained Staff
Focusing on how work is completed and staff use technology creates lasting improvement
Implementing the change in a manageable way is critical

13. Service Lifecycle Service Strategy Strategies Policies Standards
Service Design
Plans to create & modify services
Service Transition
Manage transition of changed service
Service Operation
Day to day operation of services

14. Service Strategy Strategies – Pick your focus Policies – Set the rules
Standards – How you win

15. Service Strategy Strategies Policies Standards
This is about defining how you will help the staff, departments and organization succeed.
The tools to help them change, not what the change is.

16. Service Design – Document
IT Services
-Technical Support
-Process Management
-Project Management
-Business Analysis
-Data Analytics
Organization Services
-Program
-Operations
-Financial Development

17. Tools People Process Improve your Services Defined IT services:
informs how to make improvements
assists in staff turnover
creates awareness for all staff
Tools
People
Process

18. Service Transition – Governance
Documented Process
Aligned Technology
Trained Staff
Focusing on how work is completed and staff use technology creates lasting improvement
Implementing the change in a manageable way is critical

19. Service Operation

20. Summary What Defining Services Improving Process Growing Skills Tools
Documentation
(process & procedure)
Policies
Intranet
Who
All staff collaboration led by staff with Business Process, Analytic and Project Management skills
Benefits
Common Understanding
Best Practices
Building Capacity
Service Desk