Strategy

An open discussion on issues related directly or primarily to the service or help desk.
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thechosenone69
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Joined: Tue Jun 05, 2007 8:00 pm

Sat Mar 06, 2010 5:59 am

Hello,

I've been asked form a company to write a "service desk strategy" related to a case study. Can someone shed some light on what the structure would be for such a document..

What I'm doing is the following:

Plan, Goals, Objectives, Scope, Benefits, Problems, structure, Cost, Metrics, CSF, input/output, tools, incident Process, Activities, Skillset.

Am I on the right track? if not, then can someone direct me to it.

Thanks


Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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Diarmid
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Sat Mar 06, 2010 10:35 am

Service desk strategy has to be subordinate to your service delivery objectives and strategy. That is your primary context and defines your objectives for you.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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thechosenone69
ITIL Expert
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Posts: 268
Joined: Tue Jun 05, 2007 8:00 pm

Sat Mar 06, 2010 6:48 pm

Cheers.
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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