Help Desk Management Toolkit: best-practice templates, step-by-step work plans and maturity diagnostics

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"I have been a Help Desk Operator, Help Desk Representative and worked in Computer Services Help Desk Support. I have 7 years of related experience in Help Desk management and IT Management. Our Help Desk provides first line technical support. I am a conscientious, detail-oriented and self-motivated professional and report directly to the Manager, Service Delivery. Our organization has fast become a leading SaaS work management software vendor that pioneered the world’s only performance management and revenue optimization technology to maximize every customer touchpoint. I coordinate the day to day help desk ticketing system and work with IT staff to provide end user solutions. I have a Bachelor’s Degree in Management Information Technology and Project Management Advanced Education/Certificates."

Save time, empower your teams and effectively upgrade your processes with access to this practical Help Desk Management Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any Help Desk Management related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated Help Desk Management specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Help Desk Management Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 957 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Help Desk Management improvements can be made.

Examples; 10 of the 957 standard requirements:

  1. How often do your IT resources find themselves challenged or needing guidance in prioritizing across the different types of formal demand they are receiving (project, service desk, improvement activities)?

  2. How should your organizations future workforce development learning environments draw on and exploit pervasive data from sensors, cyber-physical systems, and from the internet of things?

  3. Will you be eligible for ISO IEC 20000 certification, even if your Service Desk, infrastructure management and applications management functions are located in different countries?

  4. What kinds of technical support personnel is the service provider obligated to make available onsite to assist your organizations employees in getting the recovery site operating?

  5. What type of staff support and/or training, and how much, is needed to provide technical support and equip staff to use your organizations EDMS after the initial implementation?

  6. Has a meeting been held between the emergency management authority(ies), the legal authority(ies), and the health authority(ies) to explore issues of coordination and control?

  7. How does the organization see the relationship of the Service Desk System, and any other relevant systems in the environment you.e. what are the expected integration points?

  8. See where you are. Know where you are going. There is no point automating an inefficient process. So look hard at what is burying your service desk. Is it incident volume?

  9. Is your organisation enabled to investigate breaches of codes of conduct on an employees device e.g. the presence of indecent material on a device used for work purposes?

  10. Identify who your main stakeholders are internally and externally. Eg, who are your audience/who do you provide content for/who do you provide technical support for etc?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the Help Desk Management book in PDF containing 957 requirements, which criteria correspond to the criteria in...

Your Help Desk Management self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the Help Desk Management Self-Assessment and Scorecard you will develop a clear picture of which Help Desk Management areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough Help Desk Management Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage Help Desk Management projects with the 62 implementation resources:

  • 62 step-by-step Help Desk Management Project Management Form Templates covering over 1500 Help Desk Management project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Project Management Plan: Has the selected plan been formulated using cost effectiveness and incremental analysis techniques?

  2. Procurement Audit: Budget controls: does your organization maintain an up-to-date (approved) budget for all funded activities, and perform a comparison of that budget with actual expenditures for each budget category?

  3. Cost Management Plan: Is quality monitored from the perspective of the customers needs and expectations?

  4. Quality Management Plan: Are you meeting your customers expectations consistently?

  5. Project Management Plan: If the Help Desk Management project management plan is a comprehensive document that guides you in Help Desk Management project execution and control, then what should it NOT contain?

  6. Scope Management Plan: Is quality monitored from the perspective of the customers needs and expectations?

  7. Monitoring and Controlling Process Group: How well did the chosen processes fit the needs of the Help Desk Management project?

  8. Initiating Process Group: What will you do to minimize the impact should a risk event occur?

  9. Cost Management Plan: Change types and category – What are the types of changes and what are the techniques to report and control changes?

  10. Network Diagram: How difficult will it be to do specific activities on this Help Desk Management project?

Step-by-step and complete Help Desk Management Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 Help Desk Management project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

  • 2.1 Help Desk Management project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Help Desk Management project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 Help Desk Management project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 Help Desk Management project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 Help Desk Management project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any Help Desk Management project with this in-depth Help Desk Management Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose Help Desk Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in Help Desk Management and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Help Desk Management investments work better.

This Help Desk Management All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.