Implement the Service Desk


	Implementation Plan for Introducing a Service Desk

Identifier	What	When	Who

1	Decide who will be your Service Desk users
2	Decide on which type of Service Desk to introduce
3	Decide on who will staff the Service Desk
4	Decide where the Service Desk will be located
5	Decide which additional furniture or equipment is required
6	Obtain the additional furniture or equipment
7	Decide how incidents and requests will be logged
8	Decide how incidents and requests will be passed to technical support staff
9	Decide how resolutions will be written up and recorded
10	Decide who carries out follow up actions and how that will be done
11	Decide on the review process
12	Create an incident / request sheet
13	Create a Service Desk Call log
14	Create the review forms
15	Create training materials for users on how the Service Desk will operate
16	Decide how to keep staff informed
17	Plan your first communication about the Service Desk to the school
18	Prepare a pilot group to run for approximate 1 month
19	Carry out the pilot and pilot review
20	Feedback changes into the system from the pilot review
21	Plan the launch date of the Service Desk
22	Ensure enough of the incident / request forms are available
23	Test any computerised systems from each PC they are available on
24	Train the users and Service Desk support staff
25	Train the staff providing technical support on how the process works
26	Launch the service desk
27	Carry out the first review and feedback to all

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How to communicate the process to existing users

Involve your users, and ask them what they need.
Adopt a phased implementation approach.
Involve and consult your support staff.

What to include in your initial Service Desk charter

Sample document to users about introducing the Service Desk

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What to include in your initial Service Desk Charter

That diagnostics checklists should be available.
Describe to the user what these are: incidents, requests and problems
Single Point Of Contact (SPOC) details and responsibilities.
Hours of cover in school.
Hours of cover from a service provider or those providing technical support.
Aims of the Service Desk
- To enable incidents and requests to be dealt with quickly and effectively.
- To ensure that an incident only requires reporting once.
- To ensure that those providing technical support understand the details to enable them to resolve incidents as quickly as possible.
- To provide a system that is up and running, even if only a temporary repair, but to ensure it is fixed completely within a specified time.
- To get best value for money from those providing technical support by providing good quality information about incidents and requests.
- To ensure that requests meet the schools internal ICT policy and that purchases are approved through the agreed processes.
- To report on trends, common incidents and their resolution to the staff that find them helpful.
- To support information to school leaders on ICT areas that require more attention or expenditure.

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Sample Document to Users about introducing the Service Desk

Dear ,

Introduction of the New Service Desk to Our School

We have decided to introduce a Service Desk within the school to handle all computer equipment incident and requests calls. In order to understand the needs of the school we have undertaken a study to identify specific ICT needs. From this study it has emerged there are several major areas where it is felt improvement is required:

general improvement in all areas of service provision
provision of a single point of contact for all incidents, requests and queries
to be kept informed of progress of incidents you have encountered through to final resolution
to know what services are available

The Service Desk will allow you, the user, to register incidents, queries and requests, or maybe just talk something over. The initial benefits to you will be that:

you will be kept informed at all times
training needs will be highlighted
earlier identification of problem areas affecting service
clear understanding of available services you will receive

Upon registering your incident or request, you may be asked for a few details, such as your name and details of the incident or request, and you will then be given an reference number.

The commencement date of the new service is scheduled for xxxxxx. More details will be given nearer the start date.

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FITS - Service Desk