1. Manage Service Requests and Incidents
World Class Operations - Impact Workshop

2. Beyond Practical Research – Workshops Get You to Results
Workshops: Leverage Best Practices Research & Get to Action
Unlike other Research firms, we believe it’s important to help our members implement improvements
An onsite 40-hour workshop which allows you to make systematic improvements to your core processes
Workshops are designed to help focus attention, create alignment, and ensure best practices are put to work at your organization
Our workshops help you get to immediate impact and results and are tailored to your situation and needs
Workshops: Focused on You Implementing Improvements
The goal of each Capability Optimization Workshop is to create tangible benefits
and clear improvement as a direct result of the workshop
Specific deliverables, goals, metrics & outcomes are established for
each workshop.
Successful workshops will leverage our years of analyst experience &
written research to provide an engaging experience which focuses
on implementing and getting to measurable results.
Each workshop begins by diagnosing the current state and then
focuses on designing high impact improvements based on
best-practices research
Three & Six Month follow-up will occur to ensure benefit realization.
Info-Tech workshops provide the best practices and implementation support necessary to help an IT leader build a World Class IT Operation
Capability Optimization Workshop
Diagnose Current State
Right-sizing Process
Process Design
Measuring
Benefits
Implementation Support

3. What is Managing Service Requests and Incidents?
A process that provides timely and effective response to user requests and resolution to all types of incidents.
Immature or non-standardized Service Desk process causes:
Low business satisfaction
Confused and unhappy end users
No root cause analysis leading to frequent workarounds and few resolutions
Wasted IT time and wages resolving the same issues time and again
Ineffective demand planning
A standardized Service Desk process results in:
Increased efficiency due to process repeatability
Improved end-user satisfaction resulting from appropriate expectations
Optimized IT reliability and achievable Service Level Agreements
Decreased recurring issues due to the facilitation of self-help and tracking
Enhanced demand planning resulting from trend analysis and reporting

4. Workshop Schedule & Core Deliverables
Name
Goal
Core Deliverable
Day 1
Define the Service Desk Structure
Standardize and document Service Desk supported systems to better maintain the organization.
Fulfilled roles and responsibilities
Ticket logging mediums
Defined policies
Service request allocation matrix
Workflows
Day 2
Define Ticket Prioritization and Escalation Rules
Ensure incidents are handled in the most efficient manner by the proper roles/team.
Incident allocation matrix
Ticket prioritization scheme & workflows
Incident escalation rules matrix
Day 3
Define Ticket Classification and Tracking Procedures
Develop a classification schema that can appropriately categorize tickets to enable reporting and trend analysis.
Ticket classification scheme & workflows
List of known errors that can be resolved through standard responses/self-help
Centralized knowledge database
List of tracking metrics
List of required reports for specific roles
Day 4
Evaluate Tools and Staff Success
Evaluate existing Service Desk tool against new procedural and reporting needs to ensure a good fit.
Shortlist of core Service Desk system requirements
A Service Desk team equipped for success
Day 5
Review SOP and Debrief
Determine how deep to go when tracking benefits; determine how to reinforce budget and business case discipline.
Summary of the goals identified and accomplished
List of outstanding requirements

5. Day 1: Define the Service Desk Structure
1.1: Define Roles and Responsibilities
1.2: Define policies and system support
1.2: Define Policies and System Support
1.3: Identify Key Service Requests
1.3: Identify key service requests
1.3: Identify key service requests
1.4: Build workflows
1.4: Build Workflows
1.4: Build workflows
Service Desk roles and responsibilities
Document list of acceptable use policies
Identify problems with fulfilling service requests
Service request workflows
Decision rights by role
Document supported systems
Document standard and non-standard service requests, responsibilities, and processes

6. Day 2: Define Ticket Prioritization and Escalation Rules
2.1: Define Incidents
2.2: Define Ticket Prioritization Rules
2.3: Define Ticket Escalation Rules
Problems with resolving incidents
Organizational goals and executive priorities
Assess current escalation process
Known errors and common incidents
Identify incident severity
Incident escalation rules
Incident workflow
Outline internal service level details
Problem registration criteria
Incident escalation workflows

7. Day 3: Define Ticket Classification and Tracking Procedures
3.1: Define Ticket Classifications
3.2: Build Knowledge Base
3.3: Build Tracking and Reporting
Assess current classification scheme to identify areas for improvement
Don’t reinvent the wheel: use what you already have as a starting point
Assess current tracking and reporting process and capability
Outline a three-level classification scheme
Is there a Service Desk knowledge base?
Identify which key Service Desk metrics will be tracked
Identify required ticket information
Analyze knowledge base features
Simplify ongoing assessment with the Service Desk Performance Tracking Tool
Classification triage and workflows
Manage the Service Desk knowledge base
Outline reporting communication needs for each stakeholder group

8. Day 4: Equip Service Desk Staff for Success
4.1: Evaluate Service Desk Tools
4.2: Equip Staff for Success
Assess current business-related capabilities vs. new requirements
Improve the service orientation of IT staff
Assess current technological capabilities vs. new requirements
Launch the new Service Desk process
Evaluate other Service Desk solutions
Evaluate Service Desk solution TCO

9. Day 5: Review SOP and Debrief
5.1 Review Final SOP
5.2 Conduct Workshop Debrief
Review purpose and scope
Review goals
Review roles & responsibilities
Address outstanding issues
Review processes & reporting

10. Client Testimonials
The input we received, the topics they hit and helped on, it’s going to help immensely. I thought it was a great week.
-Oil & Gas Extraction
Company
I was quite impressed with the SOP that came back and the final documentation… I was quite impressed with the document that came back as the deliverable.
-Large Community
Hospital

11. Manage Service Requests Workshop Primary Deliverable: Best Practice Approach to Service Desk Customized to Your Process
Detailed assessment of roles and accountabilities for key Service Desk tasks
Classification and triage procedures for all tickets, including those that represent high priority issues and constituents
Active knowledge base that provides self-help procedure for most frequent failures
Metrics that provide strategic insight into Service Desk operations and trends
Improve Communication with Appropriate Metrics and Reporting
Uncover and Prioritize Current Service Desk issues
Build a Ticket Classification Scheme and Workflow

12. Manage Service Requests Workshop Core Deliverables
Seven Key Deliverables will be completed during the Workshop:
Fulfilled Roles & Responsibilities
Define roles and responsibilities.
Identify staffing and skill set gaps in order to close them.
Defined Policies and Workflows
Create a list of acceptable use policies.
Standardize and document Service Desk supported systems to better maintain the organization.
Create service request workflows. 1 3
Ticket Classification and Prioritization Scheme
Identify known errors and common incidents in order to document best practice resolutions.
Develop triage details in order to streamline resolution efficiency.
Define multiple priority levels based on the impact and urgency of the ticket.
Outline service goals for each priority level.
Incident Escalation Rules
Ensure that Service Desk staff understand which incidents to escalate and the relevant procedural rules.
Understand the differences between a problem and an incident.
Identify whether proactive problem management makes sense. If so, set up the process for problem identification as it applies to the Service Desk. 2 4

13. Manage Service Requests Workshop Core Deliverables
Seven Key Deliverables will be completed during the Workshop:
Centralized Knowledge Database
Identify known errors and common requests.
Document best practice resolutions in a shared environment.
Ensure that appropriate individuals can access resolution information to reduce the time to resolve recurring issues.
Tracking Metrics
Ensure that all stakeholders receive reports of appropriate Service Desk metrics. This will communicate how the Service Desk is performing without overwhelming the business with unnecessary data. 5 7
Core Service Desk System Requirements
Assess existing Service Desk software to identify whether it has the right mix of capabilities for the organization.
Identify the features and functionality required from Service Desk software to ensure a best fit. 6

14. Manage Service Requests Workshop: Built on World Class Research, Experience, and Standards
161 page Research Report
14 in-depth activities and exercises
Research Process
Tools & Templates
Team with over 50 years experience
Over 2,800 hours of research
Based on primary and in-field research
Process Standardization Diagnostic Tool
Staffing Calculator
Problem Management Maturity Assessment Tool
Performance Tracking Tool
Service Desk Software Evaluation Tool
Service Desk TCO Comparison Tool
COBIT Driven
Grounded in open international standards
DSS02 Manage Service Requests and Incidents