Bringing New Services onto the Service Desk

Pre-10: Bringing New Services onto the Service Desk

For most service desks, managing current services is both a challenge and a never-ending journey, leaving little time for the successful absorption of new services. We would all love to have generous budgets, ample staff resources, and sufficient training, and although most of us do not, we still need to be better prepared to absorb new services.

To get started, you need a list of new services requirements (NSR), or all the information that a service desk needs to install a new service that will be supported by the service desk. We will look at how to create an NSR, along with a suggested list of questions for completing the requirements. We will also look at the distribution of the NSR for each new service, as well as a standard project template for successfully implementing those new services.

One-Day Course Includes

Instruction, breakfast, and breaks

Presented by Malcolm Fry

Malcolm Fry is a recognized IT industry luminary with over forty years of experience in information technology. He has authored many bestselling books, articles, and papers on IT service management, including Building an ITIL-based Service Management Department (TSO, 2009). In 2009, Malcolm was awarded the coveted Ron Muns Lifetime Achievement Award for his work in the service management space.

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