Service Desk

Chaotic Service Desk

  • Low business satisfaction
  • Excessive support costs
  • Angry and dissatisfied end-users
  • Short term band-aid fixes instead of permanent resolution.
  • Excess rework due to lack of information sharing

Proactive Service Desk

  • Improved satisfaction from both the business and end users
  • Increased efficiency due to process repeatability and decreased recurring issues
  • Reduced support costs on repeatable, standard service desk issues

Module 1


  • Assess the current state by identifying key challenges and setting goals for improvement
  • Define support goals and responsibilities
  • Identify issues with ticket categorisation and revise the categorisation scheme.


  • A clear vision of the desired future state for the service desk
  • Clear roles for ticket escalations and knowledge transfer
  • Improved ticket management and reporting though categorisation