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.
| Activities | Output | Hours |
|---|---|---|
| 1.1 Explaining key concepts | Levelling of understanding | 2 |
| 1.2 Discuss and discover the current state | List of observable symptoms | 2 |
| 1.3 Conduct Maturity Assessment | Summary Report | 4 |
| 2.1 Identify Process Goals | Documented process goals | 1 |
| 2.2 Identify policy statements | Documented policy (draft) | 4 |
| 2.3 Design and document process | Documented process (draft) | 4 |
| 2.4 Define key performance metrics | Documented performance metrics | 2 |
| 2.5 Design management reports | Documented management reports | 2 |
| 2.6 Define roles & responsibilities | Documented roles & responsibilities | 2 |
| 3.1 Define tool requirements | Documented tool requirements | 2 |
| 25 |