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.