ITIL Service Desk Best Practice Maps

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ITIL® Service Desk Best Practice Maps™

Organization license $2000

TMITIL06 (see the maps)

The ITIL Best Practice Maps for Service Desk are a great way to help jumpstart your ITIL® projects. Harvard Computing Group offers this package of ITIL Service Desk TaskMaps® that covers all aspects of these important processes. The Best Practice Maps are designed for you to use in either of two ways:

1. To provide a starting point in the implementation of ITIL compatible Service Desk based on Best Practices
2. To deploy and modify these Best Practice Maps for internal organization deployment. Available for immediate download after purchase.

The package includes:

Sign up for the FREE seminar to review these maps now

A complete set of 14 linked TaskMaps: ready-to-use ITIL process maps for the entire Service Desk processes including: Service Desk Dashboard, Operate Service Desk Process, Communicating with customers, Promote and market Service Desk, Managing Costs and Recovery Process, Preparing Reports Process, Monitoring Process, Optimize Service Desk Process, Determining Outsouce Requirements, Optimizing Staff Levels Process, Optimizing Staff Skills Process, Optimizing Technology Process and Reviewing and Optimizing Monitoring and Reporting.

An electronic copy of the Microsoft Word Incident Management and Resolution best practices document that was used to create the TaskMap.

Fully hyperlinked TaskMaps to allow web publishing of the ITIL processes.

Each package includes:

1. The ITIL Service Desk Best Practice Maps which contain:

• Service Desk Dashboard: providing a high level view of each major process. Includes hyperlinks to each of the following processes:
• Operate Service Desk Process: All aspects of an ITIL compliant environment including: managing the Service Desk, communicating with customers, (sub-process) performing service desk processes, promoting and marketing the service desk operation (sub-process), managing costs and cost recovery (sub-process) and preparation of reports (sub-process). (Includes links all relevant best practice details)
• Communicating with customers: All relevant tasks for an effective classification process including :Selecting method of communication, providing a channel for proactively providing information and integrating service management functions with service management tools.
• Promote and market Service Desk: ITIL guided process that includes paths showing the following tasks; Identify and understand customer's requirements, Delineate the functions provided by the service desk, Determine how to convey the information to customers, Determine what information to communicate and Determine when to communicate information.
• Managing Costs and Recovery Process: Every task for Managing and Recovering Costs are included here, comprising: Isolate specific cost categories associated with operating the service desk, Organize all expenses and assign to appropriate category, Create cost-per-person analysis and Create an activity-based allocation analysis.
• Preparing Reports Process: Select the type of report, Determine report frequency, Include proactive service reports and Ensure report accuracy. Each of these can be easily modified to meet your requirements
• Monitoring Process: The monitoring process includes the following tasks and details: Determine which items the service desk will monitor, Determine the demand on the service desk, Determine responsiveness time, Monitor accuracy, Measure productivity, Track by issue and Get service desk certified.
• Optimize Service Desk Process: Review service desk operation, Optimize processes, Determine outsource requirements, Optimize staff levels, Optimize staff skills, Optimize physical workspace, Optimize technology and Review and Optimize monitoring.
• Determining Outsouce Requirements: Determine cost considerations, Establish the requirement, Publish a request for information, Request vendor bids, Evaluate bids and Monitor quality of outsourced support.
  
• Optimizing Staff Levels Process: Forecast staff requirements, Determine demand basics, Determine staffing quantification, Determine utilization rate, Predict the staffing requirements for each category, Preform common-sense evaluation of staffing forecast and iBuild a hiring plan.
• Optimizing Staff Skills Process: This includes; Ensure staff have basic service desk skills, Provide training of personal skills and Determine technical skills required.
• Optimizing Physical Workspace Process: This process comprises of; Considering location of service desk, Ensure sufficient space for equipment and Consideration as whether to include a common area.
• Optimizing Technology Process: Includes the following tasks; Check features and configuration of telephone system, Ensure all staff have required standard equipment, Implement diagnostic equipment, Provide technical resources and Implement software tools.
• Reviewing and Optimizing Monitoring and Reporting: A detailed process map including; Ensure relevant information is being monitored, Ask customers if the reports on their services are adequate, Ask service desk personnel what type of information callers ask them, Ensure Key Performance Indicators (KPIs) are appropriate, Ensure monitoring frequency is correct, Ensure appropriate amount of information is being collected, Ensure reporting frequency is correct, Ensure monitored information is being distributed correctly and Ensure information is being presented in a suitable format.

The Best Practice TaskMap is available in Visio 2003/2007 format. In order to edit or modify the maps, a copy of TaskMap is required. In addition, if you wish to distribute these maps in their current form or modified versions of your ITIL TaskMaps within your organization, please refer to the organization license* (TMITIL06) below.

(Consultants wishing to distribute ITIL maps to their clients should contact Harvard Computing Group at 978-800-4590 option 7 or sales@harvardcomputing.com.)

2. An online training session to review the ITIL Best Practice Map details for your staff

3. The Microsoft Operations Framework ITIL Extensions reference documentation.

* Included with the organization license TMITIL06

Organization license (for unlimited internal use with modification rights) TMITIL06 $2000

Organization license TMITIL06 $2000

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