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How do you design and implement a service desk improvement plan?

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A service desk improvement plan is a strategic document that outlines how to enhance the quality, efficiency, and effectiveness of your service desk operations. It can help you address common challenges, such as high ticket volume, low customer satisfaction, and outdated processes and tools. In this article, you will learn how to design and implement a service desk improvement plan in six steps.

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Francisco Junior

Líder em Transforma??o Digital e Inova??o | Profissional do Ano & Gerente do Melhor Assistente Virtual 2023 | Mentor em…
Lukas Kloke

// ServiceNow MVP '25 // Solutions Consultant at Computacenter
Thiago Guedes ??????

Assistente de Suporte | Google e Coursera em Support e AI Essentials | Oracle Jr. Associate Cloud e Data

1 Assess your current state

The first step is to evaluate your current service desk performance and identify the gaps and opportunities for improvement. You can use various methods, such as surveys, interviews, metrics, benchmarks, and audits, to collect feedback from your customers, staff, and stakeholders. You should also review your existing service desk processes, policies, and procedures, and check if they align with the best practices and standards, such as ITIL or ISO 20000.

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Francisco Junior

Líder em Transforma??o Digital e Inova??o | Profissional do Ano & Gerente do Melhor Assistente Virtual 2023 | Mentor em Desenvolvimento de Talentos e Excelência em Servi?o
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Antes de embarcar em qualquer jornada de melhorias, é fundamental dar um passo crucial: a avalia??o completa. Através de uma análise profunda de processos, tecnologia, pessoas e parceiros, você terá um panorama preciso do seu cenário atual. Com essa vis?o abrangente, você poderá: 1)Identificar gargalos e oportunidades: Descubra pontos que impedem o seu crescimento e áreas com potencial para serem otimizadas. 2) Tomar decis?es assertivas: Baseie suas estratégias em dados concretos, n?o em achismos, e maximize seus resultados. 3) Criar um plano sob medida: Desenvolva um plano de a??o personalizado que atenda às necessidades específicas da sua empresa.

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Thiago Guedes ??????

Assistente de Suporte | Google e Coursera em Support e AI Essentials | Oracle Jr. Associate Cloud e Data
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??Projetar e implementar um plano de melhoria da central de servi?os exige uma análise cuidadosa dos processos atuais, identifica??o de gargalos e defini??o de metas claras e mensuráveis. A partir disso, é de bom tom estabelecer um cronograma realista com a equipe para a implementa??o das mudan?as, incluindo a aloca??o de recursos e treinamento dos colaboradores. A comunica??o transparente com os stakeholders e o monitoramento constante dos resultados s?o essenciais para garantir o sucesso do plano e também a melhoria contínua dos servi?os prestados.

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Lukas Kloke

// ServiceNow MVP '25 // Solutions Consultant at Computacenter
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Engage with the IT community by attending conferences and meetups. These events provide opportunities to connect with peers, share best practices, and explore innovative solutions that can elevate your service desk performance. Networking with industry experts can also yield valuable insights and perspectives that can inform your improvement initiatives.

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MohammadAli Arab Yarmohammadi

ITS Service Desk Manager at MTN Irancell (Arya Hamrah Samaneh)
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In addition to shared items, we need to Identify pain points, bottlenecks, and areas for enhancement by having satisfaction trend and KPI result during sepecific time (Eg. 6 months). Means gather data on ticket volumes, resolution times, and customer feedbacks

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2 Define your goals and objectives

The second step is to set clear and realistic goals and objectives for your service desk improvement plan. You should consider your business needs, customer expectations, and resource constraints, and prioritize the areas that have the most impact and value. You should also use the SMART criteria to make sure your goals and objectives are specific, measurable, achievable, relevant, and time-bound.

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Lukas Kloke

// ServiceNow MVP '25 // Solutions Consultant at Computacenter
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1. Setting clear and actionable goals is crucial for transforming your service desk operations. Choose the right goal setting framework, either SMART or PACT, that aligns with your organization's culture and maturity level. 2. Understand your company's direction and objectives to ensure service desk goals contribute to overall success. Prioritize areas with significant impact, such as customer satisfaction or productivity. 3. Gather feedback from service desk agents, IT management, and end-users to ensure goals align with diverse needs and expectations. 4. Regularly review and evaluate goals to reflect changing business needs and technological advancements. Maintain a dynamic service desk aligned with evolving demands.

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Francisco Junior

Líder em Transforma??o Digital e Inova??o | Profissional do Ano & Gerente do Melhor Assistente Virtual 2023 | Mentor em Desenvolvimento de Talentos e Excelência em Servi?o
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Metas! Sem elas, estamos navegando sem dire??o. N?o existe gest?o sem métricas. Como podemos definir metas e objetivos sem medi??o? Impossível! Se você ainda n?o conhece, sugiro que aprenda o mais rápido possível o que é OKR.

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MohammadAli Arab Yarmohammadi

ITS Service Desk Manager at MTN Irancell (Arya Hamrah Samaneh)
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Clearly articulate what you want to achieve through improvements (e.g., faster response times, reduced backlog). Align goals with business needs and customer expectations. Set measurable targets to track progress.

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3 Identify and analyze the root causes

The third step is to identify and analyze the root causes of the problems and issues that affect your service desk performance. You can use various techniques, such as the 5 Whys, fishbone diagrams, or Pareto charts, to dig deeper into the underlying factors and sources of the gaps and inefficiencies. You should also involve your service desk staff and stakeholders in this process, as they can provide valuable insights and suggestions.

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Lukas Kloke

// ServiceNow MVP '25 // Solutions Consultant at Computacenter
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Hackathons provide a unique opportunity to gather feedback and identify root causes from a diverse group of participants, including service desk agents, IT management, and end-users. This collaborative environment fosters creativity and innovation, leading to fresh perspectives and actionable insights. Oh, better don't call them Hackathons ??

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MohammadAli Arab Yarmohammadi

ITS Service Desk Manager at MTN Irancell (Arya Hamrah Samaneh)
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Dig deeper into issues identified during the assessment. To have brainstorm session within Service Desk team members. Involve stakeholders like Business, Customer, Employers to gain diverse perspectives.

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4 Develop and prioritize the improvement actions

The fourth step is to develop and prioritize the improvement actions that will help you achieve your goals and objectives. You should consider the feasibility, cost, impact, and urgency of each action, and use a matrix or a scoring system to rank them. You should also assign roles and responsibilities, and define the expected outcomes and deliverables for each action.

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5 Implement and monitor the improvement actions

The fifth step is to implement and monitor the improvement actions according to your plan. You should communicate the plan to your service desk staff and stakeholders, and provide them with the necessary training, support, and resources. You should also track and measure the progress and results of each action, using the metrics and indicators that you defined in step two. You should also collect feedback and adjust the plan as needed.

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6 Evaluate and review the improvement plan

The sixth and final step is to evaluate and review the improvement plan and its outcomes. You should compare the actual performance with the expected performance, and analyze the gaps and variances. You should also identify the lessons learned, best practices, and challenges, and document them for future reference. You should also celebrate and recognize the achievements and successes of your service desk staff and stakeholders.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you design and implement a service desk improvement plan?

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1 Assess your current state

2 Define your goals and objectives

3 Identify and analyze the root causes

4 Develop and prioritize the improvement actions

5 Implement and monitor the improvement actions

6 Evaluate and review the improvement plan

7 Here’s what else to consider

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