Service Desk

The Service Desk Masterclass is designed to help your support teams accelerate their adoption of internationally-proven best practices, with the goal of improving the customer experience.

Indicators of weak Service Desk practices

The Service Desk Masterclass will help if your Service Desk team is able to identify any of the following symptoms in your environment:

  • Endless complaints and escalations from end-users regarding the quality of service,
  • Complaints about lack of communication,
  • Too many, or too few channels,
  • High levels of escalation to second-line support
  • High levels of escalation to management
  • Workplace conduct
  • Failed Service Levels and unmet targets,
  • Excessive overtime, burnout and high staff turnover.

This manager-level workshop will examine the contributing causes of dysfunction within your Service Desk environment and then guide your team to consider appropriate, effective and sustainable practices to improve long-term performance.

Intended Audience

This Masterclass is aimed at any participants who have an interest in improving the performance and quality of service relating to the Service Desk:

  • Incident Manager
  • Service Desk Manager & Supervisors
  • Problem Manager
  • Change Manager
  • Service Desk
  • Service Level Manager
  • Support Engineers and Technicians

Guided Self-Assessment

Each Service Desk Masterclass includes a guided self-assessment exercise where participants are also taught to critically self-assess without falling into the trap of the Illusion of Competence (Dunning-Kruger effect).

This follows the same approach as conventional IT audits, but is aimed at equipping your team with the tools and checklists to self-assess and develop a prioritised Service Improvement Plan.

Integration with other processes

While the primary focus of this Masterclass is on the Service Desk, there is a secondary focus on ensuring integration with other Service Management practices such as Incident, Change, Problem, Service Request and IT Asset Management. This is important because the real benefit of Service Management is only achieved when processes are integrated.

Masterclass Modules

Each of the Masterclass modules is a structured mini-workshop with a specific objective.

From a logistics perspective, each module in the Masterclass may be scheduled separately making it easier to accommodate the MasterClass in busy schedules. This Masterclass is therefore not available as a public course.

1.1 Explaining key conceptsLevelling of understanding2
1.2 Discuss and discover the current stateList of observable symptoms2
1.3 Conduct Maturity AssessmentSummary Report4
2.1 Identify Process GoalsDocumented process goals1
2.2 Identify policy statementsDocumented policy (draft)4
2.3 Design and document processDocumented process (draft)4
2.4 Define key performance metricsDocumented performance metrics2
2.5 Design management reportsDocumented management reports2
2.6 Define roles & responsibilitiesDocumented roles & responsibilities2
3.1 Define tool requirementsDocumented tool requirements2