1. 1Info-Tech Research Group
Optimizing the Service Desk
Current Sate – Future State Design

2. Info-Tech Research Group 2
Non-standardized Service Desks see face Many Challenges
Non-standardized Service Desks
Incidents/Requests
IT
Operations
IT
Infrastructure
Resolutions
Service Desk
• Work abounds
• Break fix
• Low utilization of the
knowledge base
• Break fix
• Work abounds
• Untracked requests
• Limited additions to
knowledge base
• First response
• Break fix
• Desk side visit
• Escalated
requests without
full information
• Unusable
classifications

3. Info-Tech Research Group 3
Standardized Process see increased Satisfaction & Lower Costs
Standardized Service Desk Process
Incidents/Requests
Service Desk Tool
Standardized Documentation
Lv3Lv2Lv1
Resolutions
Service Desk Management
Tier 1 Requests
Tier 2 Requests
Tier 3 Requests
Reporting
Knowledge Base
Knowledge Capture
• Handle all inbound requests
• Focus on first call resolution
• Capture needed information
• Utilize knowledge base
• Defined Tier 1 Roles &
Responsibilities
• Root cause analysis/ solution
solving
• Desk side visits
• Time consuming/ technically
challenging requests.
ConsistentCustomerSatisfaction
75-80% of Requests
15% of Requests
5% of Requests

4. Info-Tech Research Group 4
Determine which KPIs will be correlated for additional insight
# of tickets by
technician x
time to resolve
# of tickets @
1st call
resolution
# of tickets w/1
escalation
# of tickets w/2
escalation
# of tickets
escalated to
vendor
X $22.00
X $62.00
X $85.00
(or $196 for field
techs)
X $471.00
# of tickets @
1st call
resolution
Incident Backlog
Survey Results*
Service
Requests % of
SLAs met
# of
Knowledgebase
articles each
week
# of
Knowledgebase
articles flagged
for writing
# of problem
tickets
Productivity Cost/Value Service Proactiveness
Priority 1 & 2
Tickets x # of
people affected
x time down