Manage Service Requests and Incidents

1. Manage Service Requests and Incidents World Class Operations - Impact Workshop

2. Beyond Practical Research – Workshops Get You to Results Workshops: Leverage Best Practices Research & Get to Action • Unlike other Research firms, we believe it’s important to help our members implement improvements • An onsite 40-hour workshop which allows you to make systematic improvements to your core processes • Workshops are designed to help focus attention, create alignment, and ensure best practices are put to work at your organization • Our workshops help you get to immediate impact and results and are tailored to your situation and needs Workshops: Focused on You Implementing Improvements • The goal of each Capability Optimization Workshop is to create tangible benefits and clear improvement as a direct result of the workshop • Specific deliverables, goals, metrics & outcomes are established for each workshop. • Successful workshops will leverage our years of analyst experience & written research to provide an engaging experience which focuses on implementing and getting to measurable results. • Each workshop begins by diagnosing the current state and then focuses on designing high impact improvements based on best-practices research • Three & Six Month follow-up will occur to ensure benefit realization. Info-Tech workshops provide the best practices and implementation support necessary to help an IT leader build a World Class IT Operation Diagnose Current State Capability Optimization Workshop Right-sizing Process Measuring Benefits Process Design Implementation Support

3. What is Managing Service Requests and Incidents? Immature or non-standardized Service Desk process causes: Low business satisfaction Confused and unhappy end users No root cause analysis leading to frequent workarounds and few resolutions Wasted IT time and wages resolving the same issues time and again Ineffective demand planning A standardized Service Desk process results in: Increased efficiency due to process repeatability Improved end-user satisfaction resulting from appropriate expectations Optimized IT reliability and achievable Service Level Agreements Decreased recurring issues due to the facilitation of self-help and tracking Enhanced demand planning resulting from trend analysis and reporting A process that provides timely and effective response to user requests and resolution to all types of incidents.

4. Workshop Schedule & Core Deliverables

5. Day 1:Define the Service Desk Structure 1.2: Define Policies and System Support 1.3: Identify Key Service Requests 1.4: Build Workflows 1.1: Define Roles and Responsibilities 1.2: Define policies and system support 1.3: Identify key service requests 1.3: Identify key service requests 1.4: Build workflows 1.4: Build workflows Service Desk roles and responsibilities Document list of acceptable use policies Identify problems with fulfilling service requests Service request workflows Decision rights by role Document supported systems Document standard and non-standard service requests, responsibilities, and processes

6. Day 2: Define Ticket Prioritization and Escalation Rules 2.1: Define Incidents 2.2: Define Ticket Prioritization Rules 2.3: Define Ticket Escalation Rules Problems with resolving incidents Organizational goals and executive priorities Assess current escalation process Known errors and common incidents Identify incident severity Incident escalation rules Incident workflow Outline internal service level details Problem registration criteria Incident escalation workflows

7. Day 3: Define Ticket Classification and Tracking Procedures 3.1: Define Ticket Classifications 3.2: Build Knowledge Base 3.3: Build Tracking and Reporting Assess current classification scheme to identify areas for improvement Don’t reinvent the wheel: use what you already have as a starting point Assess current tracking and reporting process and capability Outline a three-level classification scheme Is there a Service Desk knowledge base? Identify which key Service Desk metrics will be tracked Identify required ticket information Analyze knowledge base features Simplify ongoing assessment with the Service Desk Performance Tracking Tool Classification triage and workflows Manage the Service Desk knowledge base Outline reporting communication needs for each stakeholder group

8. Day 4:Equip Service Desk Staff for Success 4.1: Evaluate Service Desk Tools 4.2: Equip Staff for Success Assess current business-related capabilities vs. new requirements Improve the service orientation of IT staff Assess current technological capabilities vs. new requirements Launch the new Service Desk process Evaluate other Service Desk solutions Evaluate Service Desk solution TCO

9. Day 5: Review SOP and Debrief 5.1 Review Final SOP 5.2 Conduct Workshop Debrief Review purpose and scope Review goals Review roles & responsibilities Address outstanding issues Review processes & reporting

10. Client Testimonials The input we received, the topics they hit and helped on, it’s going to help immensely. I thought it was a great week. -Oil & Gas Extraction Company I was quite impressed with the SOP that came back and the final documentation… I was quite impressed with the document that came back as the deliverable. -Large Community Hospital

11. Manage Service Requests Workshop Primary Deliverable:Best Practice Approach to Service Desk Customized to Your Process • Detailed assessment of roles and accountabilities for key Service Desk tasks • Classification and triage procedures for all tickets, including those that represent high priority issues and constituents • Active knowledge base that provides self-help procedure for most frequent failures • Metrics that provide strategic insight into Service Desk operations and trends Improve Communication with Appropriate Metrics and Reporting Uncover and Prioritize Current Service Desk issues Build a Ticket Classification Scheme and Workflow

12. Manage Service Requests Workshop Core Deliverables • Seven Key Deliverables will be completed during the Workshop: Fulfilled Roles & Responsibilities • Define roles and responsibilities. • Identify staffing and skill set gaps in order to close them. Defined Policies and Workflows • Create a list of acceptable use policies. • Standardize and document Service Desk supported systems to better maintain the organization. • Create service request workflows. 1 3 • Ticket Classification and Prioritization Scheme • Identify known errors and common incidents in order to document best practice resolutions. • Develop triage details in order to streamline resolution efficiency. • Define multiple priority levels based on the impact and urgency of the ticket. • Outline service goals for each priority level. • Incident Escalation Rules • Ensure that Service Desk staff understand which incidents to escalate and the relevant procedural rules. • Understand the differences between a problem and an incident. • Identify whether proactive problem management makes sense. If so, set up the process for problem identification as it applies to the Service Desk. 2 4

13. Manage Service Requests Workshop Core Deliverables • Seven Key Deliverables will be completed during the Workshop: Centralized Knowledge Database • Identify known errors and common requests. • Document best practice resolutions in a shared environment. • Ensure that appropriate individuals can access resolution information to reduce the time to resolve recurring issues. Tracking Metrics • Ensure that all stakeholders receive reports of appropriate Service Desk metrics. This will communicate how the Service Desk is performing without overwhelming the business with unnecessary data. 7 5 • Core Service Desk System Requirements • Assess existing Service Desk software to identify whether it has the right mix of capabilities for the organization. • Identify the features and functionality required from Service Desk software to ensure a best fit. 6

14. Manage Service Requests Workshop:Built on World Class Research, Experience, and Standards • 161 page Research Report • 14 in-depth activities and exercises Research Process Tools & Templates • Team with over 50 years experience • Over 2,800 hours of research • Based on primary and in-field research • Process Standardization Diagnostic Tool • Staffing Calculator • Problem Management Maturity Assessment Tool • Performance Tracking Tool • Service Desk Software Evaluation Tool • Service Desk TCO Comparison Tool COBIT Driven • Grounded in open international standards • DSS02 Manage Service Requests and Incidents