Checklist for a successful service desk implementation
Prepare
Define your objectives and success criteria.
Identify a core team who can dedicate time towards the project.
Set Go-Live date and distinct milestones.
Agree upon deliverables with your ITSM tool vendor.
Plan
Assign a project manager for the implementation.
Create a project tracker and share it with internal and external stakeholders.
Set a recurring meeting involving the core key members to check progress.
Share progress with key stakeholders periodically.
Pre-Launch
Pilot the new system with a subset of the entire user base and act on relevant feedback.
Create a knowledge based for the new tool including training/how-tos/FAQs.
Train the agents and create a channel for them to send in their questions/feedback.
Communicate the value of the new tool to the end users.
Launch
Plan for failures; Have a Plan A, B & C.
Keep your ITSM tool vendor on stand-by for any support.
CELEBRATE, YOU DESERVE IT!
Post-Launch
Check if all key objectives have been met.
Track all the feedback from agents; act on the necessary ones.
Document key improvements after the implementation.
Reduce dependency from the tool vendor for maintenance; master the tool yourself.
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