MSP-01c » Service Desk Activation

Service Blueprint Bricks » Managed Services Series

Process Details

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Process Description

Once the managed service is live, the Service Desk is the primary interface between the provider and the client. The Service Desk team depends upon accurate information about the client's environment and their entitlements to delivery efficient, personalized service. Client preferences and policies for support must be readily available as the Service Desk processes their requests. Personalized service is a differentiator, but it requires a thorough understanding of client needs and preferences.

MSP Module 01c, Service Desk Activation, describes the process for configuring the service desk management system to support the new client and building profiles enumerating the client’s preferences and policies. This module also addresses cataloging the details of 3rd party relationships such as ISPs, applications vendors, and support agreements.

Once the configuration of the service ticketing system is complete, the process includes a knowledge transfer session for the Service Desk team to help them understand the new client. The module concludes with an informal session with client users educating them on how support will be provided going forward.

This module consists of the Module Overview Diagram plus 4 pages of detailed process maps personalized for your company.

Benefits
Components
  • Service Desk team has the requisite knowledge to deliver personalized service to the client
  • More efficient service ticket resolution when client data is completely and accurately entered
  • Client users understand the support relationship, enabling them to obtain greater value from it

Included with your first Service Blueprint Brick for a series:

  • Life Cycle Diagram depicting process modules for the service offering
  • Tutorial on "How to read a Service Blueprint"
  • Kaizen-based guide on "How to deploy a Service Blueprint module"

Included with each Service Blueprint Brick:

  • 11x17 and Legal  PDF versions (A3 version for international clients)
  • Detail Report (describing roles, systems, documents, and KPIs for the module)
  • Task Report (listing all of the onstage and backstage tasks in the process module)
  • Personalization with your logo, roles, and service automation systems

Additional features for Service Blueprint Subscription clients:

  • Editable native MS Visio version of the Service Blueprint
  • Accompanying AntFarm tools and templates such as agendas, project plans, planning tools
  • Access to online Service Blueprint training
Objectives
Entry Conditions
Exit Conditions
Process Topics
KPIs / Metrics

The goals of this process are to:

  • Ensure the Service Desk is prepared to deliver personalized service to the new client
  • Familiarize the service desk team with the client and their IT environment
  • Educate client end users and key contacts on the service

At the onset of this process:

  • Client Kickoff Meeting and Technical Discovery have occurred
  • Client contact information, policy preferences, and 3rd party vendors documented during discovery
  • Activation schedule has been coordinated with the client
  • Client added to {Service Desk Mgmt} during transition from sales and agreement entitlements set up

Upon completion of this process:

  • Service Desk Management system and client profiles are set up to support the new client
  • Knowledge transfer to Service Desk team is complete
  • Service Desk Activation Call completed
  • Client is ""Live"" on the Service Desk
  • End-user Service Introduction session has occurred (if appropriate)

This process module includes these sub-processes:

  • 01c.01 Service Desk Setup
  • 01c.02 3rd Party Supplier Setup
  • 01c.03 Knowledge Transfer to Service Desk
  • 01c.04 End-user Service Introduction

These metrics and KPIs provide an indication of process performance:

  • Activation Issues
  • Client Satisfaction - Service Activation
  • On-time Activation Rate

Process Overview Diagram