SlideShare a Scribd company logo

Jan2007 Establishing A Service Desk Draft

•Download as PPT, PDF•
•
IT Service and Support
IT Service and Support

Carrie Powers, Analysts Intl.

TechnologyBusiness
1 of 61
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]

Recommended

#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)
#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)
#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)Steve Heye
 
The service desk as a strategic function
The service desk as a strategic functionThe service desk as a strategic function
The service desk as a strategic functionHigherEdITMgt
 
Feb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & FramFeb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & FramIT Service and Support
 
Stefanini Tech Team - Help Desk to Service Desk
Stefanini Tech Team - Help Desk to Service DeskStefanini Tech Team - Help Desk to Service Desk
Stefanini Tech Team - Help Desk to Service DeskIT Service and Support
 
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCO
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOOctober 2008 - Transforming from Help Desk to Service Desk, Lowering TCO
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOIT Service and Support
 
Service Desk Proposition Presentation
Service Desk Proposition PresentationService Desk Proposition Presentation
Service Desk Proposition PresentationSimonAnthony
 
Itil service desk business case
Itil service desk business caseItil service desk business case
Itil service desk business caseDavid Lutes
 
Helpdesk Services
Helpdesk ServicesHelpdesk Services
Helpdesk ServicesGss America
 

Recommended

#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)
#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)
#15NTC NTEN Help Desk or Service Desk? (Align Nonprofit Technology)Steve Heye
 
The service desk as a strategic function
The service desk as a strategic functionThe service desk as a strategic function
The service desk as a strategic functionHigherEdITMgt
 
Feb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & FramFeb2008 Service Desk Maturity Models & Fram
Feb2008 Service Desk Maturity Models & FramIT Service and Support
 
Stefanini Tech Team - Help Desk to Service Desk
Stefanini Tech Team - Help Desk to Service DeskStefanini Tech Team - Help Desk to Service Desk
Stefanini Tech Team - Help Desk to Service DeskIT Service and Support
 
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCO
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOOctober 2008 - Transforming from Help Desk to Service Desk, Lowering TCO
October 2008 - Transforming from Help Desk to Service Desk, Lowering TCOIT Service and Support
 
Service Desk Proposition Presentation
Service Desk Proposition PresentationService Desk Proposition Presentation
Service Desk Proposition PresentationSimonAnthony
 
Itil service desk business case
Itil service desk business caseItil service desk business case
Itil service desk business caseDavid Lutes
 
Helpdesk Services
Helpdesk ServicesHelpdesk Services
Helpdesk ServicesGss America
 
ITIL Service Desk Tools
ITIL Service Desk ToolsITIL Service Desk Tools
ITIL Service Desk Toolsahmedshama
 
Presentation of helpdesk
Presentation of helpdeskPresentation of helpdesk
Presentation of helpdeskArchana Negi
 
Technical Support Helpdesk
Technical Support HelpdeskTechnical Support Helpdesk
Technical Support HelpdeskGagan Singh
 
IT Service's Improvement Plan
IT Service's Improvement PlanIT Service's Improvement Plan
IT Service's Improvement PlanUday Mishra, PMP, ITIL V3
 
Help Desk Presentation 09202009
Help Desk Presentation 09202009Help Desk Presentation 09202009
Help Desk Presentation 09202009guest75acf2
 
IT / Help Desk Support Service : Introduction, Advantage, Trend
IT / Help Desk Support Service : Introduction, Advantage, TrendIT / Help Desk Support Service : Introduction, Advantage, Trend
IT / Help Desk Support Service : Introduction, Advantage, TrendVoyage Services Inc.
 
Provide remote help desk support
Provide remote help desk supportProvide remote help desk support
Provide remote help desk supportJaleto Sunkemo
 
ITIL Service Desk
ITIL Service DeskITIL Service Desk
ITIL Service Deskjmansur1
 
Implementing a new Helpdesk
Implementing a new HelpdeskImplementing a new Helpdesk
Implementing a new HelpdeskJen Hegna
 
The Service Desk Evolution
The Service Desk EvolutionThe Service Desk Evolution
The Service Desk EvolutionMcGarahan & Associates, Inc.
 
Provide first level remote help desk support
Provide first level remote help desk supportProvide first level remote help desk support
Provide first level remote help desk supportGera Paulos
 
Susil Kumar Subash 6.5+ Yrs Exp_OM
Susil Kumar Subash 6.5+ Yrs Exp_OMSusil Kumar Subash 6.5+ Yrs Exp_OM
Susil Kumar Subash 6.5+ Yrs Exp_OMtrysushil3688
 
Apollo Service Desk Capabilities
Apollo Service Desk CapabilitiesApollo Service Desk Capabilities
Apollo Service Desk Capabilitiesjdivalerio
 
Service Support Process PPT
Service Support Process PPTService Support Process PPT
Service Support Process PPTPawneshwar Datt Rai
 
Free Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesFree Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesMetricNet
 
I talents ppt
I talents pptI talents ppt
I talents pptingenioustalents
 
3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk Tool3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk ToolCherwell Software
 
Technical Support Manual Training
Technical Support Manual TrainingTechnical Support Manual Training
Technical Support Manual TrainingSuperb Internet Training Division
 
Ca Service Desk Presentation
Ca Service Desk PresentationCa Service Desk Presentation
Ca Service Desk PresentationEmirates Computers
 
NIMM Service Desk Self Assessment
NIMM Service Desk Self AssessmentNIMM Service Desk Self Assessment
NIMM Service Desk Self AssessmentAndy Savvides
 
Ca Service Desk Demo Scenarios
Ca Service Desk Demo ScenariosCa Service Desk Demo Scenarios
Ca Service Desk Demo ScenariosEmirates Computers
 
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsHow JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsAtlassian
 

More Related Content

What's hot

ITIL Service Desk Tools
ITIL Service Desk ToolsITIL Service Desk Tools
ITIL Service Desk Toolsahmedshama
 
Presentation of helpdesk
Presentation of helpdeskPresentation of helpdesk
Presentation of helpdeskArchana Negi
 
Technical Support Helpdesk
Technical Support HelpdeskTechnical Support Helpdesk
Technical Support HelpdeskGagan Singh
 
Help Desk Presentation 09202009
Help Desk Presentation 09202009Help Desk Presentation 09202009
Help Desk Presentation 09202009guest75acf2
 
IT / Help Desk Support Service : Introduction, Advantage, Trend
IT / Help Desk Support Service : Introduction, Advantage, TrendIT / Help Desk Support Service : Introduction, Advantage, Trend
IT / Help Desk Support Service : Introduction, Advantage, TrendVoyage Services Inc.
 
Provide remote help desk support
Provide remote help desk supportProvide remote help desk support
Provide remote help desk supportJaleto Sunkemo
 
ITIL Service Desk
ITIL Service DeskITIL Service Desk
ITIL Service Deskjmansur1
 
Implementing a new Helpdesk
Implementing a new HelpdeskImplementing a new Helpdesk
Implementing a new HelpdeskJen Hegna
 
Provide first level remote help desk support
Provide first level remote help desk supportProvide first level remote help desk support
Provide first level remote help desk supportGera Paulos
 
Susil Kumar Subash 6.5+ Yrs Exp_OM
Susil Kumar Subash 6.5+ Yrs Exp_OMSusil Kumar Subash 6.5+ Yrs Exp_OM
Susil Kumar Subash 6.5+ Yrs Exp_OMtrysushil3688
 
Apollo Service Desk Capabilities
Apollo Service Desk CapabilitiesApollo Service Desk Capabilities
Apollo Service Desk Capabilitiesjdivalerio
 
Free Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesFree Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesMetricNet
 
3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk Tool3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk ToolCherwell Software
 

What's hot (18)

ITIL Service Desk Tools
ITIL Service Desk ToolsITIL Service Desk Tools
ITIL Service Desk Tools
 
Presentation of helpdesk
Presentation of helpdeskPresentation of helpdesk
Presentation of helpdesk
 
Technical Support Helpdesk
Technical Support HelpdeskTechnical Support Helpdesk
Technical Support Helpdesk
 
IT Service's Improvement Plan
IT Service's Improvement PlanIT Service's Improvement Plan
IT Service's Improvement Plan
 
Help Desk Presentation 09202009
Help Desk Presentation 09202009Help Desk Presentation 09202009
Help Desk Presentation 09202009
 
IT / Help Desk Support Service : Introduction, Advantage, Trend
IT / Help Desk Support Service : Introduction, Advantage, TrendIT / Help Desk Support Service : Introduction, Advantage, Trend
IT / Help Desk Support Service : Introduction, Advantage, Trend
 
Provide remote help desk support
Provide remote help desk supportProvide remote help desk support
Provide remote help desk support
 
ITIL Service Desk
ITIL Service DeskITIL Service Desk
ITIL Service Desk
 
Implementing a new Helpdesk
Implementing a new HelpdeskImplementing a new Helpdesk
Implementing a new Helpdesk
 
The Service Desk Evolution
The Service Desk EvolutionThe Service Desk Evolution
The Service Desk Evolution
 
Provide first level remote help desk support
Provide first level remote help desk supportProvide first level remote help desk support
Provide first level remote help desk support
 
Susil Kumar Subash 6.5+ Yrs Exp_OM
Susil Kumar Subash 6.5+ Yrs Exp_OMSusil Kumar Subash 6.5+ Yrs Exp_OM
Susil Kumar Subash 6.5+ Yrs Exp_OM
 
Apollo Service Desk Capabilities
Apollo Service Desk CapabilitiesApollo Service Desk Capabilities
Apollo Service Desk Capabilities
 
Service Support Process PPT
Service Support Process PPTService Support Process PPT
Service Support Process PPT
 
Free Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best PracticesFree Service Desk Training Series | MetricNet's Service Desk Best Practices
Free Service Desk Training Series | MetricNet's Service Desk Best Practices
 
I talents ppt
I talents pptI talents ppt
I talents ppt
 
3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk Tool3 Steps to Selecting a New Service Desk Tool
3 Steps to Selecting a New Service Desk Tool
 
Technical Support Manual Training
Technical Support Manual TrainingTechnical Support Manual Training
Technical Support Manual Training
 

Viewers also liked

NIMM Service Desk Self Assessment
NIMM Service Desk Self AssessmentNIMM Service Desk Self Assessment
NIMM Service Desk Self AssessmentAndy Savvides
 
Ca Service Desk Demo Scenarios
Ca Service Desk Demo ScenariosCa Service Desk Demo Scenarios
Ca Service Desk Demo ScenariosEmirates Computers
 
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsHow JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsAtlassian
 
JIRA Service Desk - Tokyo, Japan Sept. 26, 2014
JIRA Service Desk - Tokyo, Japan Sept. 26, 2014JIRA Service Desk - Tokyo, Japan Sept. 26, 2014
JIRA Service Desk - Tokyo, Japan Sept. 26, 2014Adam Laskowski
 
Online Help Desk ppt
Online Help Desk pptOnline Help Desk ppt
Online Help Desk pptnagarjunagoud
 
Past and present | 25 years of Service Desk KPIs
Past and present | 25 years of Service Desk KPIsPast and present | 25 years of Service Desk KPIs
Past and present | 25 years of Service Desk KPIsMetricNet
 
10 things you need to STOP doing in your IT service desk
10 things you need to STOP doing in your IT service desk10 things you need to STOP doing in your IT service desk
10 things you need to STOP doing in your IT service deskFreshservice
 
Social Service Management - Tooling Event België 2015
Social Service Management - Tooling Event België 2015Social Service Management - Tooling Event België 2015
Social Service Management - Tooling Event België 2015TOPdesk
 
Ch6: CPU Scheduling
Ch6: CPU SchedulingCh6: CPU Scheduling
Ch6: CPU SchedulingAhmar Hashmi
 
Guerilla marketing your service desk
Guerilla marketing your service deskGuerilla marketing your service desk
Guerilla marketing your service deskAtlassian
 
Novell Service Desk overview
Novell Service Desk overviewNovell Service Desk overview
Novell Service Desk overviewJon Giffard
 
It service desk metrics august
It service desk metrics augustIt service desk metrics august
It service desk metrics augustjoelnavco
 
Essential Help Desk Metrics Behind Great Customer Support
Essential Help Desk Metrics Behind Great Customer SupportEssential Help Desk Metrics Behind Great Customer Support
Essential Help Desk Metrics Behind Great Customer SupportHappyFox
 
ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...
ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...
ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...Totango
 
ITTM : How to quantify troubleshooting skill
ITTM : How to quantify troubleshooting skillITTM : How to quantify troubleshooting skill
ITTM : How to quantify troubleshooting skillNoel Temena
 
Service Desk
Service DeskService Desk
Service DeskTim Young
 

Viewers also liked (20)

Ca Service Desk Presentation
Ca Service Desk PresentationCa Service Desk Presentation
Ca Service Desk Presentation
 
NIMM Service Desk Self Assessment
NIMM Service Desk Self AssessmentNIMM Service Desk Self Assessment
NIMM Service Desk Self Assessment
 
Ca Service Desk Demo Scenarios
Ca Service Desk Demo ScenariosCa Service Desk Demo Scenarios
Ca Service Desk Demo Scenarios
 
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex StillingsHow JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
How JIRA Service Desk Saved Twitter's Global Help Desk - Alex Stillings
 
JIRA Service Desk - Tokyo, Japan Sept. 26, 2014
JIRA Service Desk - Tokyo, Japan Sept. 26, 2014JIRA Service Desk - Tokyo, Japan Sept. 26, 2014
JIRA Service Desk - Tokyo, Japan Sept. 26, 2014
 
Online Help Desk ppt
Online Help Desk pptOnline Help Desk ppt
Online Help Desk ppt
 
Past and present | 25 years of Service Desk KPIs
Past and present | 25 years of Service Desk KPIsPast and present | 25 years of Service Desk KPIs
Past and present | 25 years of Service Desk KPIs
 
10 things you need to STOP doing in your IT service desk
10 things you need to STOP doing in your IT service desk10 things you need to STOP doing in your IT service desk
10 things you need to STOP doing in your IT service desk
 
Help desk project
Help desk projectHelp desk project
Help desk project
 
Itil in one_hour
Itil in one_hourItil in one_hour
Itil in one_hour
 
Social Service Management - Tooling Event België 2015
Social Service Management - Tooling Event België 2015Social Service Management - Tooling Event België 2015
Social Service Management - Tooling Event België 2015
 
Ch6: CPU Scheduling
Ch6: CPU SchedulingCh6: CPU Scheduling
Ch6: CPU Scheduling
 
Guerilla marketing your service desk
Guerilla marketing your service deskGuerilla marketing your service desk
Guerilla marketing your service desk
 
Novell Service Desk overview
Novell Service Desk overviewNovell Service Desk overview
Novell Service Desk overview
 
It service desk metrics august
It service desk metrics augustIt service desk metrics august
It service desk metrics august
 
Servicedesk Plus 8
Servicedesk Plus 8Servicedesk Plus 8
Servicedesk Plus 8
 
Essential Help Desk Metrics Behind Great Customer Support
Essential Help Desk Metrics Behind Great Customer SupportEssential Help Desk Metrics Behind Great Customer Support
Essential Help Desk Metrics Behind Great Customer Support
 
ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...
ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...
ONE RING TO RULE THEM ALL: UNIFIED CUSTOMER SUCCESS METRICS TO DRIVE MARKETIN...
 
ITTM : How to quantify troubleshooting skill
ITTM : How to quantify troubleshooting skillITTM : How to quantify troubleshooting skill
ITTM : How to quantify troubleshooting skill
 
Service Desk
Service DeskService Desk
Service Desk
 

Similar to Jan2007 Establishing A Service Desk Draft

Risk And Relevance 20080414ppt
Risk And Relevance 20080414pptRisk And Relevance 20080414ppt
Risk And Relevance 20080414pptgregoryg
 
Risk And Relevance 20080414ppt
Risk And Relevance 20080414pptRisk And Relevance 20080414ppt
Risk And Relevance 20080414pptgregoryg
 
Whitepaper: The ROI of Incentive Compensation Management
Whitepaper: The ROI of Incentive Compensation ManagementWhitepaper: The ROI of Incentive Compensation Management
Whitepaper: The ROI of Incentive Compensation ManagementIconixx
 
PMG TAG BPM_presentation
PMG TAG BPM_presentationPMG TAG BPM_presentation
PMG TAG BPM_presentationMelanie Brandt
 
DHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project FundedDHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project FundedAccess Innovations, Inc.
 
Call Center Statistics or Performance Metrics
Call Center Statistics or Performance MetricsCall Center Statistics or Performance Metrics
Call Center Statistics or Performance Metricsguest14c061
 
Business Metrics for the AV Industry - PSNi Network Presentation
Business Metrics for the AV Industry - PSNi Network PresentationBusiness Metrics for the AV Industry - PSNi Network Presentation
Business Metrics for the AV Industry - PSNi Network PresentationJohn Graham
 
Give The Green Light: Build Your Business Case for Field Service Technology
Give The Green Light: Build Your Business Case for Field Service TechnologyGive The Green Light: Build Your Business Case for Field Service Technology
Give The Green Light: Build Your Business Case for Field Service TechnologyServiceMax
 
Working Capital Management Rev 4 0
Working Capital Management Rev 4 0Working Capital Management Rev 4 0
Working Capital Management Rev 4 0John Lafare
 
FM Cost Savings It’s Crucial Sanjay C
FM Cost Savings It’s Crucial Sanjay CFM Cost Savings It’s Crucial Sanjay C
FM Cost Savings It’s Crucial Sanjay CSanjay Chaudhuri
 
ROI of Training - Converting Value and Calculating ROI
ROI of Training - Converting Value and Calculating ROIROI of Training - Converting Value and Calculating ROI
ROI of Training - Converting Value and Calculating ROIdmdk12
 
Building a Business Case for SDC, David Wright
Building a Business Case for SDC, David WrightBuilding a Business Case for SDC, David Wright
Building a Business Case for SDC, David WrightService Desk Institute
 
Cost Accounting
Cost AccountingCost Accounting
Cost AccountingLean Teams
 
Call Center Metrics
Call Center MetricsCall Center Metrics
Call Center Metricsvivaankumar
 
Building a business case for crm
Building a business case for crmBuilding a business case for crm
Building a business case for crmSiska Bossuyt
 
call center case study.ppt
call center case study.pptcall center case study.ppt
call center case study.pptsuyogkulkarni39
 
Service Technology Investments: Building the Case
Service Technology Investments: Building the CaseService Technology Investments: Building the Case
Service Technology Investments: Building the CaseImaging Network
 
Sap Approach
Sap ApproachSap Approach
Sap ApproachJacques
 

Similar to Jan2007 Establishing A Service Desk Draft (20)

Risk And Relevance 20080414ppt
Risk And Relevance 20080414pptRisk And Relevance 20080414ppt
Risk And Relevance 20080414ppt
 
Risk And Relevance 20080414ppt
Risk And Relevance 20080414pptRisk And Relevance 20080414ppt
Risk And Relevance 20080414ppt
 
Whitepaper: The ROI of Incentive Compensation Management
Whitepaper: The ROI of Incentive Compensation ManagementWhitepaper: The ROI of Incentive Compensation Management
Whitepaper: The ROI of Incentive Compensation Management
 
PMG TAG BPM_presentation
PMG TAG BPM_presentationPMG TAG BPM_presentation
PMG TAG BPM_presentation
 
DHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project FundedDHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
DHUG 2017 - Understanding ROI Just Enough to Get Your Project Funded
 
Call Center Statistics or Performance Metrics
Call Center Statistics or Performance MetricsCall Center Statistics or Performance Metrics
Call Center Statistics or Performance Metrics
 
Business Metrics for the AV Industry - PSNi Network Presentation
Business Metrics for the AV Industry - PSNi Network PresentationBusiness Metrics for the AV Industry - PSNi Network Presentation
Business Metrics for the AV Industry - PSNi Network Presentation
 
Give The Green Light: Build Your Business Case for Field Service Technology
Give The Green Light: Build Your Business Case for Field Service TechnologyGive The Green Light: Build Your Business Case for Field Service Technology
Give The Green Light: Build Your Business Case for Field Service Technology
 
Working Capital Management Rev 4 0
Working Capital Management Rev 4 0Working Capital Management Rev 4 0
Working Capital Management Rev 4 0
 
FM Cost Savings It’s Crucial Sanjay C
FM Cost Savings It’s Crucial Sanjay CFM Cost Savings It’s Crucial Sanjay C
FM Cost Savings It’s Crucial Sanjay C
 
ROI of Training - Converting Value and Calculating ROI
ROI of Training - Converting Value and Calculating ROIROI of Training - Converting Value and Calculating ROI
ROI of Training - Converting Value and Calculating ROI
 
Building a Business Case for SDC, David Wright
Building a Business Case for SDC, David WrightBuilding a Business Case for SDC, David Wright
Building a Business Case for SDC, David Wright
 
every-second-counts_QP_feb2016
every-second-counts_QP_feb2016every-second-counts_QP_feb2016
every-second-counts_QP_feb2016
 
Cost Accounting
Cost AccountingCost Accounting
Cost Accounting
 
Call Center Metrics
Call Center MetricsCall Center Metrics
Call Center Metrics
 
Building a business case for crm
Building a business case for crmBuilding a business case for crm
Building a business case for crm
 
call center case study.ppt
call center case study.pptcall center case study.ppt
call center case study.ppt
 
The Business of Facilities Management Benchmarking
The Business of Facilities Management BenchmarkingThe Business of Facilities Management Benchmarking
The Business of Facilities Management Benchmarking
 
Service Technology Investments: Building the Case
Service Technology Investments: Building the CaseService Technology Investments: Building the Case
Service Technology Investments: Building the Case
 
Sap Approach
Sap ApproachSap Approach
Sap Approach
 

More from IT Service and Support

Knowledge Management Best Practices within Service Management
Knowledge Management Best Practices within Service ManagementKnowledge Management Best Practices within Service Management
Knowledge Management Best Practices within Service ManagementIT Service and Support
 
Waking up from a service sourcing nightmare
Waking up from a service sourcing nightmareWaking up from a service sourcing nightmare
Waking up from a service sourcing nightmareIT Service and Support
 
Think ITSM presents: Service Desk Respect and Improvement Catalysts
Think ITSM presents: Service Desk Respect and Improvement CatalystsThink ITSM presents: Service Desk Respect and Improvement Catalysts
Think ITSM presents: Service Desk Respect and Improvement CatalystsIT Service and Support
 
Making case for a virtual support center
Making case for a virtual support centerMaking case for a virtual support center
Making case for a virtual support centerIT Service and Support
 
Thin Client Computing In The Steady State
Thin Client Computing In The Steady StateThin Client Computing In The Steady State
Thin Client Computing In The Steady StateIT Service and Support
 
It Services And Service Catalog(ITIL V3)
It Services And Service Catalog(ITIL V3)It Services And Service Catalog(ITIL V3)
It Services And Service Catalog(ITIL V3)IT Service and Support
 
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...IT Service and Support
 
March 2009 - Reducing Incidents: 3-2-1-0 Approach
March 2009 - Reducing Incidents: 3-2-1-0 ApproachMarch 2009 - Reducing Incidents: 3-2-1-0 Approach
March 2009 - Reducing Incidents: 3-2-1-0 ApproachIT Service and Support
 
HDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.E
HDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.EHDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.E
HDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.EIT Service and Support
 
October 2008 - Synergizing The Generations Discussion
October 2008 - Synergizing The Generations DiscussionOctober 2008 - Synergizing The Generations Discussion
October 2008 - Synergizing The Generations DiscussionIT Service and Support
 

More from IT Service and Support (20)

Knowledge Management Best Practices within Service Management
Knowledge Management Best Practices within Service ManagementKnowledge Management Best Practices within Service Management
Knowledge Management Best Practices within Service Management
 
Working alone can get you in trouble
Working alone can get you in troubleWorking alone can get you in trouble
Working alone can get you in trouble
 
Driving customer satisfaction v2
Driving customer satisfaction v2Driving customer satisfaction v2
Driving customer satisfaction v2
 
Waking up from a service sourcing nightmare
Waking up from a service sourcing nightmareWaking up from a service sourcing nightmare
Waking up from a service sourcing nightmare
 
Becoming a service industry rockstar
Becoming a service industry rockstarBecoming a service industry rockstar
Becoming a service industry rockstar
 
Think ITSM presents: Service Desk Respect and Improvement Catalysts
Think ITSM presents: Service Desk Respect and Improvement CatalystsThink ITSM presents: Service Desk Respect and Improvement Catalysts
Think ITSM presents: Service Desk Respect and Improvement Catalysts
 
Making case for a virtual support center
Making case for a virtual support centerMaking case for a virtual support center
Making case for a virtual support center
 
Social media and your organization
Social media and your organizationSocial media and your organization
Social media and your organization
 
Social Networking One Year later
Social Networking One Year laterSocial Networking One Year later
Social Networking One Year later
 
The value of SAAS for ITSM
The value of SAAS for ITSM The value of SAAS for ITSM
The value of SAAS for ITSM
 
Kcs overview for detroit 2010
Kcs overview for detroit 2010Kcs overview for detroit 2010
Kcs overview for detroit 2010
 
Thin Client Computing In The Steady State
Thin Client Computing In The Steady StateThin Client Computing In The Steady State
Thin Client Computing In The Steady State
 
Strategic Desktop Virtualization
Strategic Desktop VirtualizationStrategic Desktop Virtualization
Strategic Desktop Virtualization
 
It Services And Service Catalog(ITIL V3)
It Services And Service Catalog(ITIL V3)It Services And Service Catalog(ITIL V3)
It Services And Service Catalog(ITIL V3)
 
Sept2009 HDI Motown Exec Panel
Sept2009 HDI Motown Exec PanelSept2009 HDI Motown Exec Panel
Sept2009 HDI Motown Exec Panel
 
Help Desk Manager’s Crash Course
Help Desk Manager’s Crash CourseHelp Desk Manager’s Crash Course
Help Desk Manager’s Crash Course
 
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...
July 09 - Finding the Right Candidates and Securing a Job in a Tough Economic...
 
March 2009 - Reducing Incidents: 3-2-1-0 Approach
March 2009 - Reducing Incidents: 3-2-1-0 ApproachMarch 2009 - Reducing Incidents: 3-2-1-0 Approach
March 2009 - Reducing Incidents: 3-2-1-0 Approach
 
HDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.E
HDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.EHDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.E
HDI Motown February 2009 - Virtual Remote Support S.I.M.P.L.E
 
October 2008 - Synergizing The Generations Discussion
October 2008 - Synergizing The Generations DiscussionOctober 2008 - Synergizing The Generations Discussion
October 2008 - Synergizing The Generations Discussion
 

Recently uploaded

What is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdfWhat is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdfMounikaPolabathina
 
Take control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test SuiteTake control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test SuiteDianaGray10
 
Unraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfUnraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfAlex Barbosa Coqueiro
 
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024BookNet Canada
 
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024BookNet Canada
 
Connect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck PresentationConnect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck PresentationSlibray Presentation
 
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc
 
Unleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding ClubUnleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding ClubKalema Edgar
 
How to write a Business Continuity Plan
How to write a Business Continuity PlanHow to write a Business Continuity Plan
How to write a Business Continuity PlanDatabarracks
 
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)Mark Simos
 
Commit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easyCommit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easyAlfredo García Lavilla
 
Generative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information DevelopersGenerative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information DevelopersRaghuram Pandurangan
 
TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024Lonnie McRorey
 
Merck Moving Beyond Passwords: FIDO Paris Seminar.pptx
Merck Moving Beyond Passwords: FIDO Paris Seminar.pptxMerck Moving Beyond Passwords: FIDO Paris Seminar.pptx
Merck Moving Beyond Passwords: FIDO Paris Seminar.pptxLoriGlavin3
 
Scanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsScanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsRizwan Syed
 
unit 4 immunoblotting technique complete.pptx
unit 4 immunoblotting technique complete.pptxunit 4 immunoblotting technique complete.pptx
unit 4 immunoblotting technique complete.pptxBkGupta21
 
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptxUse of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptxLoriGlavin3
 
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxPasskey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxLoriGlavin3
 
Streamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project SetupStreamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project SetupFlorian Wilhelm
 

Recently uploaded (20)

What is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdfWhat is DBT - The Ultimate Data Build Tool.pdf
What is DBT - The Ultimate Data Build Tool.pdf
 
Take control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test SuiteTake control of your SAP testing with UiPath Test Suite
Take control of your SAP testing with UiPath Test Suite
 
Unraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdfUnraveling Multimodality with Large Language Models.pdf
Unraveling Multimodality with Large Language Models.pdf
 
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
Transcript: New from BookNet Canada for 2024: BNC CataList - Tech Forum 2024
 
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
New from BookNet Canada for 2024: Loan Stars - Tech Forum 2024
 
Connect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck PresentationConnect Wave/ connectwave Pitch Deck Presentation
Connect Wave/ connectwave Pitch Deck Presentation
 
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data PrivacyTrustArc Webinar - How to Build Consumer Trust Through Data Privacy
TrustArc Webinar - How to Build Consumer Trust Through Data Privacy
 
Unleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding ClubUnleash Your Potential - Namagunga Girls Coding Club
Unleash Your Potential - Namagunga Girls Coding Club
 
How to write a Business Continuity Plan
How to write a Business Continuity PlanHow to write a Business Continuity Plan
How to write a Business Continuity Plan
 
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
Tampa BSides - Chef's Tour of Microsoft Security Adoption Framework (SAF)
 
Commit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easyCommit 2024 - Secret Management made easy
Commit 2024 - Secret Management made easy
 
Generative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information DevelopersGenerative AI for Technical Writer or Information Developers
Generative AI for Technical Writer or Information Developers
 
TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024TeamStation AI System Report LATAM IT Salaries 2024
TeamStation AI System Report LATAM IT Salaries 2024
 
Merck Moving Beyond Passwords: FIDO Paris Seminar.pptx
Merck Moving Beyond Passwords: FIDO Paris Seminar.pptxMerck Moving Beyond Passwords: FIDO Paris Seminar.pptx
Merck Moving Beyond Passwords: FIDO Paris Seminar.pptx
 
Scanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL CertsScanning the Internet for External Cloud Exposures via SSL Certs
Scanning the Internet for External Cloud Exposures via SSL Certs
 
unit 4 immunoblotting technique complete.pptx
unit 4 immunoblotting technique complete.pptxunit 4 immunoblotting technique complete.pptx
unit 4 immunoblotting technique complete.pptx
 
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptxUse of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
Use of FIDO in the Payments and Identity Landscape: FIDO Paris Seminar.pptx
 
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptxPasskey Providers and Enabling Portability: FIDO Paris Seminar.pptx
Passkey Providers and Enabling Portability: FIDO Paris Seminar.pptx
 
Streamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project SetupStreamlining Python Development: A Guide to a Modern Project Setup
Streamlining Python Development: A Guide to a Modern Project Setup
 
DMCC Future of Trade Web3 - Special Edition
DMCC Future of Trade Web3 - Special EditionDMCC Future of Trade Web3 - Special Edition
DMCC Future of Trade Web3 - Special Edition
 

Jan2007 Establishing A Service Desk Draft

  • 1. Establishing a Service Desk Carrie Powers Help Desk Team Leader Analysts International Corporation
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11.
  • 12.
  • 13.
  • 14.
  • 15.
  • 16.
  • 17.
  • 18.
  • 19.
  • 20.
  • 21.
  • 22.
  • 23.
  • 24.
  • 25.
  • 26.
  • 27.
  • 28.
  • 29.
  • 30.
  • 31.
  • 32.
  • 33.
  • 34.
  • 35.
  • 36.
  • 37.
  • 38.
  • 39.
  • 40.
  • 43.
  • 44.
  • 45.
  • 46.
  • 47.
  • 48.
  • 49.
  • 50.
  • 51.
  • 52.
  • 53.
  • 54.
  • 55.
  • 56.
  • 57.
  • 58.
  • 59.
  • 60.
  • 61.