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

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"I've always been very social and team oriented. My previous job was not built around that. But you know what? Now I'm a Customer Service Representative and loving it. The ITS Service Desk at our university provides ITS Service Desk Support to students and each team member's goal is to provide world class customer service to both staff and students and thrive in a fast paced front line customer service environment. We also escalate and manage calls to agreed service levels. Three of our Service Desk Professionals have been promoted to Management because of the professionalism and customer service they embodied. It's empowering."

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

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Service Desk 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 908 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Service Desk improvements can be made.

Examples; 10 of the 908 standard requirements:

  1. Can good service management streamline or consolidate processes that are time-consuming, laborintensive, error-prone, and/or largely manual?

  2. Does your organization assign service desk tickets (for example, incidents, changes, and-or service requests) to one or more production services?

  3. Every company understands the importance of attrition and people development but why are they so important for the Service Desk and what can be done to innovate?

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

  5. 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)?

  6. Impact of upgrade projects on the service desk and it department in general – will you need to employ consultants or re-train your IT staff?

  7. Is the organization enabled to investigate breaches of codes of conduct on an employees device e.g. the presence of pornography on a device used for work purposes?

  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. Which cloud Service Management process monitors and reports on allocation and utilization of resources by consumers in order to generate a chargeback report?

  10. 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

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 Service Desk book in PDF containing 908 requirements, which criteria correspond to the criteria in...

Your Service Desk 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 Service Desk Self-Assessment and Scorecard you will develop a clear picture of which Service Desk 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 Service Desk 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 Service Desk projects with the 62 implementation resources:

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

Examples; 10 of the check box criteria:

  1. Project Schedule: Verify that the update is accurate. Are all remaining durations correct?

  2. Process Improvement Plan: What Actions Are Needed to Address the Problems and Achieve the Goals?

  3. Lessons Learned: Does the lesson describe a function that would be done differently the next time?

  4. Human Resource Management Plan: Are Service Desk project team roles and responsibilities identified and documented?

  5. Project Performance Report: To what degree does the task meet individual needs?

  6. Requirements Management Plan: Describe the process for rejecting the Service Desk project requirements. Who has the authority to reject Service Desk project requirements?

  7. Cost Management Plan: Does the Business Case include how the Service Desk project aligns with the organizations strategic goals & objectives?

  8. Requirements Documentation: How do you know when a Requirement is accurate enough?

  9. Initiating Process Group: How well defined and documented were the Service Desk project management processes you chose to use?

  10. Assumption and Constraint Log: Are there processes in place to ensure that all the terms and code concepts have been documented consistently?

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

1.0 Initiating Process Group:

  • 1.1 Service Desk project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix

2.0 Planning Process Group:

  • 2.1 Service Desk project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Service Desk 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 Service Desk 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 Service Desk 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 Service Desk project or Phase Close-Out
  • 5.4 Lessons Learned



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

In using the Toolkit you will be better able to:

  • Diagnose Service Desk 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 Service Desk 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 Service Desk investments work better.

This Service Desk 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.