- Is your current method/schema of categorizing tickets accurate and consistent?
- What are some recurring challenges (problems) that are affecting productivity?
- Make a list of these challenges and associate them as either an Incident or Request type.
- What are your most common Incidents and Requests that comprise a large percentage of your work load? Try to add a percentage for each item.
- Would you say Incidents are being prioritized accurately?
- Does your organization track response and resolution times for Incidents and Requests?
- Are there Escalation processes in place for Incidents and Requests?
- Is there a procedure for assigning, monitoring, and communicating the progress of Incidents and Requests?
- Does your organization send surveys to confirm that a Request or Incident was properly managed?
- Are at least some problem management activities established in the organization, e.g. problem determination, problem analysis, problem resolution?
- Do you have a system in place for finding root cause of tickets?
- Are some problem management activities assigned to specific individuals or functional areas?
- Are you currently logging changes? If yes, are there approval processes in place?
- Are many of the Incidents and Requests that arise caused by un-authorized changes?
- How technically knowledgeable are your organization's end users?
- Is reporting being used to its fullest degree in tracking Service Level performance? Please give some examples of reports that you would like to see.
- Do you currently have a Knowledge Base repository of solutions that is being utilized?
- How are most tickets logged? From phone, verbal, end user interface, email?
- Meeting to discuss answers to Phase 1 questions.
- Goals and performance criteria will be clearly defined.
- Deliverables such as VI Service Desk configurations, custom enhancements, and an Implementation Road Map.
- Analyze actual performance vs. Service Levels Agreements; recalibration of Service Levels Agreeements as needed.
- Discuss workflow configurations and any areas which can be further improved.
- Discuss if any further enhancements must be made to help meet business goals.
Ask us about our Four Phase ITIL® Implementation consulting service. Our objective is to help your Service Desk maximize its effectiveness and efficency by reducing the costs incurred by unplanned work.
Four Phase ITIL® Implementation Outline
Phase 1: Discovery and Analysis
During the Discovery and Analysis Phase the goal is to gather information about how your organization currently provides IT services. By doing so a benchmark can be established and areas of improvement can be agreed upon. Here are some questions we ask during the Discovery Process. Answers are used to begin a discussion of how and where improvements can be made.
Phase 2: Planning (Developing a Road Map)
The Planning Phase will include the following activities:
Phase 3: Implementation
Items from Phase 2 will provide a series of clearly defined steps to most effectively implement all agreed upon processes and enhancements.
Phase 4: Post-Implementation
Refine and Measure Improvements from Phase 3 Implementation. Specific areas for review will be: