PROJ-08b » Service Desk Preparation

Service Blueprint Bricks » IT Projects Series

Process Details

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Process Description

There is frequently an uptick in service requests as a client goes live on a new technology solution. Users are trying to understand unfamiliar technology and how to adopt it to their business. The IT solution provider’s service desk must be ready to support the new client and have the right information readily available to properly address the expected influx of calls.

Project Module 08b, Service Desk Preparation, describes the process for configuring the service desk automation system with the new client’s service entitlements, contacts, and client-specific procedures. When relevant, information regarding 3rd party suppliers and agreements is also documented. The module concludes with a knowledge transfer from the project team to the service desk team to enable more effective support.

This module consists of the Module Overview Diagram plus 5 pages of detailed process maps personalized for your company.

Benefits
Components
  • Improved support to the client early in the adoption process
  • Service Desk efficiency is increased because they have the client data they need

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:

  • Configure the service desk management system to support the client
  • Document contacts and agreements for 3rd party suppliers
  • Familiarize the Service Desk and support team with the client's business and technical environment

At the onset of this process:

  • Cutover Plans are approved and support planning is complete
  • Go-live critical issues surfaced during testing have been resolved and the client has agreed to move forward
  • As-built documentation has been updated with changes resulting from system testing
  • Management agents are installed and configured (for managed systems)
  • This process begins approximately 72 hours before final migration / cutover

Upon completion of this process:

  • Service desk management setup is complete with client contacts, service entitlements, and client-specific procedures
  • 3rd party suppliers and agreements are documented
  • Systems management is activated (for managed systems)
  • Internal knowledge transfer has occurred between the project team and the Service Desk team

This process module includes these sub-processes:

  • 08b.01 Service Desk Setup
  • 08b.02 3rd Party Supplier Setup
  • 08b.03 Systems Management Activation
  • 08b.04 Internal Knowledge Transfer

These metrics and KPIs provide an indication of process performance:

  • Business Impact of Technology Deployment On The Client
  • Client Satisfaction - Service Activation
  • Compliance With The Project Methodology
  • On-time Project Milestones

Process Overview Diagram