How improving your Service Desk?
For large software projects,it is usually the case that documentation starts being generated well before the development process begins. A proposal around of this document is just only allow your own strategy in the end.
Overview
- Alignment with core business
- Interaction with IT
- Resource optimization
- Culture
- Goals and objectives
- Business and operations plans
- People
- Stakeholder
- Training
- SD IT service management system
- Security
- Reports
- Risk
Business
- Is the Service Desk the recognized point of contact for all customer/user queries?
- Is the Service Desk perceived as a strategic function by Senior Managers?
- Has the purpose and benefits of the Service Desk been disseminated within the organization?
- Does the Service Desk support self-help tools to assist users in finding important service information on their own?
- What language is used?
- Which kind of data do you have? (Tenant, Company, location, contact, etc..)
- How much is your criticality? Do you need think about Availability over environment
- Thinking about maturity level, are you need integrate monitoring system
Service Desk Team
- What is Service Desk business hours?
- Do you have average use of system? How many users are currently logged in?
Technology
- What is your environment?
- Physical / Cloud
- OS
- Database
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- What is your ldap service?
- What is your mail service?
- What is you inventory management system?
- What is you monitoring system?
- What is your antivirus?
Green Book
Service Desk Assessment by Pink Elephant
SDI's Service Desk Standard | SDI
Assessment Questions - Service Desk
25 Question Service Desk Assessment | Giva
How to Create an SLA in 7 Easy Steps ~ ITSM Perfection
No one is completely right or wrong and of course we always using PDCA (Deming cycle) and continually improve our knowledge.
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