IT Service Desk: Management Fundamentals

Introduction

• Welcome
• What you should know

1. What Is a Service Desk?

• Evolution of the service desk
• Service desk frameworks
• Service desk models
• Definitions, terms, and language
• People, process, and technology

2. Service Desk: The People

• Staffing considerations: Asking the right questions
• Staffing considerations: Data collection and methodology
• Staffing requirements: Shrinkage
• Defining people skill requirements
• Learning and training requirements
• Developing ongoing training
• Mentoring
• Coaching

3. Service Desk: The Processes

• Defining processes and understanding their importance
• Overview of service level agreements
• Overview of incident management requests
• Overview of processes
• Process blueprints

4. Service Desk: The Technology

• Technology overview
• Telephony systems
• Service management systems
• Self-service components

5. Service Desk Quality

• Defining and measuring quality
• Policies and procedures
• Developing a quality mindset
• Developing a quality program

6. Building Relationships

• Employee satisfaction
• Process for building relationships
• Communicating with customers
• Measuring customer satisfaction: CSAT and NPS scores
• Customer effort score (CES)
• Interacting with other IT groups

Conclusion

• Next steps