Top 149 IT Service Desk Things You Should Know

What is involved in IT Service Desk

Find out what the related areas are that IT Service Desk connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a IT Service Desk thinking-frame.

How far is your company on its IT Service Desk journey?

Take this short survey to gauge your organization’s progress toward IT Service Desk leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which IT Service Desk related domains to cover and 149 essential critical questions to check off in that domain.

The following domains are covered:

IT Service Desk, IT service management, Axios Systems, Business Process Framework, Business process, Capability Maturity Model Integration, Configuration management database, Continual improvement process, Functional requirement, ISO/IEC 20000, ISO/IEC 27000, ISO 9000, IT Service Management Forum, Information Technology Infrastructure Library, Information security management, Information technology, Marval Software, Microsoft Operations Framework, Network and Service Management Taxonomy, Network management, Quality management, Service desk, Software engineering, Systems management, United Kingdom, Workflow management system:

IT Service Desk Critical Criteria:

See the value of IT Service Desk issues and don’t overlook the obvious.

– How do your measurements capture actionable IT Service Desk information for use in exceeding your customers expectations and securing your customers engagement?

– At what point will vulnerability assessments be performed once IT Service Desk is put into production (e.g., ongoing Risk Management after implementation)?

– What are the success criteria that will indicate that IT Service Desk objectives have been met and the benefits delivered?

IT service management Critical Criteria:

Pay attention to IT service management governance and drive action.

– How do we provide the context for investment considerations (which services does an investment affect, and how does that fit with the business strategy and priorities?

– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?

– How would you describe the impact of cloud vis-a -vis your ITSM initiative/capabilities in your organization?

– What should customers be looking for and expect from a good cloud service provider?

– Why would a customer be interested in a particular product or service?

– Are you currently engaged in an it Service Management project?

– Why is it Service Management important to cloud providers?

– What are the relevant reasons for IT Service Management?

– How will changes affect the customers services?

– How will you measure your IT Service Desk effectiveness?

– What does a disaster recovery plan look like?

– What is the future of it Service Management?

– Will we be eligible for ISO/IEC 20000 certification?

– What availability levels are provided?

– What is A good cloud service provider?

– does not soa solve these problems?

– Is the Quality of Service met?

– Are we doing things right?

– Is the Quality of Service met?

– Fit for purpose?

Axios Systems Critical Criteria:

Boost Axios Systems strategies and figure out ways to motivate other Axios Systems users.

– What are the business goals IT Service Desk is aiming to achieve?

– What are our IT Service Desk Processes?

Business Process Framework Critical Criteria:

Grasp Business Process Framework projects and maintain Business Process Framework for success.

– What are our best practices for minimizing IT Service Desk project risk, while demonstrating incremental value and quick wins throughout the IT Service Desk project lifecycle?

– What tools and technologies are needed for a custom IT Service Desk project?

– Are there IT Service Desk Models?

Business process Critical Criteria:

Accelerate Business process decisions and triple focus on important concepts of Business process relationship management.

– Have the segments, goals and performance objectives been translated into an actionable and realistic target business and information architecture expressed within business functions, business processes, and information requirements?

– To what extent will this product open up for subsequent add-on products, e.g. business process outsourcing services built on top of a program-as-a-service offering?

– What is the importance of knowing the key performance indicators KPIs for a business process when trying to implement a business intelligence system?

– Which customers cant participate in our IT Service Desk domain because they lack skills, wealth, or convenient access to existing solutions?

– Are interruptions to business activities counteracted and critical business processes protected from the effects of major failures or disasters?

– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?

– What are the disruptive IT Service Desk technologies that enable our organization to radically change our business processes?

– What finance, procurement and Human Resources business processes should be included in the scope of a erp solution?

– Do the functional areas need business process integration (e.g., order entl. billing, or Customer Service)?

– If we process purchase orders; what is the desired business process around supporting purchase orders?

– How do you inventory and assess business processes as part of an ERP evaluation?

– Will existing staff require re-training, for example, to learn new business processes?

– Do changes in business processes fall under the scope of Change Management?

– What core business processes drive our industry and channel today?

– On what basis would you decide to redesign a business process?

– How will business process and behavioral change be managed?

– How does the solution handle core business processes?

Capability Maturity Model Integration Critical Criteria:

Look at Capability Maturity Model Integration decisions and reinforce and communicate particularly sensitive Capability Maturity Model Integration decisions.

– What is the source of the strategies for IT Service Desk strengthening and reform?

– Risk factors: what are the characteristics of IT Service Desk that make it risky?

– Do you monitor the effectiveness of your IT Service Desk activities?

Configuration management database Critical Criteria:

Review Configuration management database visions and look at the big picture.

– Will IT Service Desk have an impact on current business continuity, disaster recovery processes and/or infrastructure?

– A virtual local area network (vlan) is a physical grouping of network devices within a larger network. true or false?

– Which of the itil processes is responsible for ensuring the organization is aware of new and changing technology?

– What is the main difference between a cmdb (Configuration Management database) and a typical asset register?

– What would you like the cmdb to do for you -how would they like it to change your life?

– What elements are to be tracked and reported for baselines and changes?

– What are direct advantages of entering into Service Level Agreements?

– In availability management terms, what do the letters cia stand for?

– If the change does involve a usq, has it been approved by doe?

– What are valid performance indicators for the service desk?

– Why implement a Configuration Management database (cmdb)?

– How is information to be collected, stored and reported?

– Definition: what is software Configuration Management?

– Which incidents should be logged by the service desk?

– Was the technical review adequately performed?

– Why is sacm so hard to implement and organize?

– Does the change involve a usq?

– Other reviews to be performed?

– Implemented as proposed?

– Is this right for us?

Continual improvement process Critical Criteria:

Survey Continual improvement process management and explain and analyze the challenges of Continual improvement process.

– Does IT Service Desk include applications and information with regulatory compliance significance (or other contractual conditions that must be formally complied with) in a new or unique manner for which no approved security requirements, templates or design models exist?

– What new services of functionality will be implemented next with IT Service Desk ?

– Why are IT Service Desk skills important?

Functional requirement Critical Criteria:

Examine Functional requirement visions and look for lots of ideas.

– Many teams will find that informal modeling sessions around whiteboards will be sufficient, although sometimes more formal modeling sessions, such as Joint Application Design (JAD) strategies or stakeholder interviews will work best. How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– Think about the people you identified for your IT Service Desk project and the project responsibilities you would assign to them. what kind of training do you think they would need to perform these responsibilities effectively?

– How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– Does the current environment support the business and functional requirements?

– Does the current environment support the business and functional requirements?

– Think of your IT Service Desk project. what are the main functions?

– How do we keep improving IT Service Desk?

ISO/IEC 20000 Critical Criteria:

Own ISO/IEC 20000 outcomes and maintain ISO/IEC 20000 for success.

– Do we cover the five essential competencies-Communication, Collaboration,Innovation, Adaptability, and Leadership that improve an organizations ability to leverage the new IT Service Desk in a volatile global economy?

– A compounding model resolution with available relevant data can often provide insight towards a solution methodology; which IT Service Desk models, tools and techniques are necessary?

– What are current IT Service Desk Paradigms?

ISO/IEC 27000 Critical Criteria:

Focus on ISO/IEC 27000 governance and modify and define the unique characteristics of interactive ISO/IEC 27000 projects.

– Does IT Service Desk systematically track and analyze outcomes for accountability and quality improvement?

– Have you identified your IT Service Desk key performance indicators?

– What about IT Service Desk Analysis of results?

ISO 9000 Critical Criteria:

Exchange ideas about ISO 9000 strategies and shift your focus.

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– Do not ISO 9000 and CMM certifications loose their meaning when applied to the software industry?

– Is maximizing IT Service Desk protection the same as minimizing IT Service Desk loss?

– When a IT Service Desk manager recognizes a problem, what options are available?

– What are all of our IT Service Desk domains and what do they do?

IT Service Management Forum Critical Criteria:

Mix IT Service Management Forum management and triple focus on important concepts of IT Service Management Forum relationship management.

– What are the long-term IT Service Desk goals?

– Who sets the IT Service Desk standards?

– How do we go about Securing IT Service Desk?

Information Technology Infrastructure Library Critical Criteria:

Examine Information Technology Infrastructure Library goals and probe using an integrated framework to make sure Information Technology Infrastructure Library is getting what it needs.

– Record-keeping requirements flow from the records needed as inputs, outputs, controls and for transformation of a IT Service Desk process. ask yourself: are the records needed as inputs to the IT Service Desk process available?

– What are the barriers to increased IT Service Desk production?

Information security management Critical Criteria:

Pay attention to Information security management governance and catalog what business benefits will Information security management goals deliver if achieved.

– Has the organization established an Identity and Access Management program that is consistent with requirements, policy, and applicable guidelines and which identifies users and network devices?

– Has the organization established an enterprise-wide business continuity/disaster recovery program that is consistent with requirements, policy, and applicable guidelines?

– Is there a business continuity/disaster recovery plan in place?

– Will IT Service Desk deliverables need to be tested and, if so, by whom?

– Are damage assessment and disaster recovery plans in place?

– Are we Assessing IT Service Desk and Risk?

Information technology Critical Criteria:

Familiarize yourself with Information technology projects and pioneer acquisition of Information technology systems.

– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?

– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?

– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?

– Do we monitor the IT Service Desk decisions made and fine tune them as they evolve?

– Meeting the challenge: are missed IT Service Desk opportunities costing us money?

– How does new information technology come to be applied and diffused among firms?

– The difference between data/information and information technology (it)?

– When do you ask for help from Information Technology (IT)?

Marval Software Critical Criteria:

Paraphrase Marval Software outcomes and report on developing an effective Marval Software strategy.

– In a project to restructure IT Service Desk outcomes, which stakeholders would you involve?

– What is our formula for success in IT Service Desk ?

– Which IT Service Desk goals are the most important?

Microsoft Operations Framework Critical Criteria:

Inquire about Microsoft Operations Framework results and probe using an integrated framework to make sure Microsoft Operations Framework is getting what it needs.

– How do we ensure that implementations of IT Service Desk products are done in a way that ensures safety?

Network and Service Management Taxonomy Critical Criteria:

Collaborate on Network and Service Management Taxonomy strategies and remodel and develop an effective Network and Service Management Taxonomy strategy.

– What are the key elements of your IT Service Desk performance improvement system, including your evaluation, organizational learning, and innovation processes?

– What sources do you use to gather information for a IT Service Desk study?

Network management Critical Criteria:

Shape Network management tactics and plan concise Network management education.

– In what ways are IT Service Desk vendors and us interacting to ensure safe and effective use?

– What knowledge, skills and characteristics mark a good IT Service Desk project manager?

– Can we do IT Service Desk without complex (expensive) analysis?

Quality management Critical Criteria:

Read up on Quality management engagements and check on ways to get started with Quality management.

– How is the value delivered by IT Service Desk being measured?

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

Service desk Critical Criteria:

Chat re Service desk planning and question.

– What are your current levels and trends in key measures or indicators of IT Service Desk product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?

– Will we be eligible for ISOIEC 20000 certification, even if our Service Desk, infrastructure management and applications management functions are located in different countries?

– Why is Customer Service and helpdesks so undervalued given that this is a core part of branding and growth i e The head of the Service Desk is not a CxO level title?

– Does the service provider have a service desk function based on itil principles?

– How does mobility improve your organizations service desk effectiveness?

– Is the cloud service providers service desk local, onshore or offshore?

– Are you running your service desk or is your service desk running you?

– Does the service provider have a service desk function based on ITIL principles?

– How does mobility improve our organizations service desk effectiveness?

– Have all basic functions of IT Service Desk been defined?

– What is Effective IT Service Desk?

Software engineering Critical Criteria:

Track Software engineering tasks and revise understanding of Software engineering architectures.

– DevOps isnt really a product. Its not something you can buy. DevOps is fundamentally about culture and about the quality of your application. And by quality I mean the specific software engineering term of quality, of different quality attributes. What matters to you?

– Can we answer questions like: Was the software process followed and software engineering standards been properly applied?

– Is open source software development faster, better, and cheaper than software engineering?

– Better, and cheaper than software engineering?

– Is the scope of IT Service Desk defined?

Systems management Critical Criteria:

Judge Systems management visions and spearhead techniques for implementing Systems management.

– Does IT Service Desk analysis isolate the fundamental causes of problems?

– How do we Identify specific IT Service Desk investment and emerging trends?

United Kingdom Critical Criteria:

Have a round table over United Kingdom management and optimize United Kingdom leadership as a key to advancement.

– Do we aggressively reward and promote the people who have the biggest impact on creating excellent IT Service Desk services/products?

Workflow management system Critical Criteria:

Think carefully about Workflow management system tasks and learn.

– Can we add value to the current IT Service Desk decision-making process (largely qualitative) by incorporating uncertainty modeling (more quantitative)?

– Among the IT Service Desk product and service cost to be estimated, which is considered hardest to estimate?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the IT Service Desk Self Assessment:

Author: Gerard Blokdijk

CEO at The Art of Service |

Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

IT Service Desk External links:

IT Service Desk | Information Technology

NIH IT Service Desk – Request for Service

NIH IT Service Desk

IT service management External links:

NTT DATA IT Service Management – Login – Dell

Masters in IT Service Management | JJR Solutions, LLC

IT Service Management | Availability Management | Optanix

Axios Systems External links:

Axios Systems – Home | Facebook

Axios Systems – assyst – YouTube

About us – Axios Systems

Business Process Framework External links:

Business Process Framework (eTOM) – TM Forum

Business Process Framework (eTOM) – TM Forum

eTOM Business Process Framework – Interfacing

Business process External links:

Infosys BPM – Business Process Management | BPM Solutions

Microsoft Dynamics 365 – Modernizing Business Process …

HEFLO BPM | Business Process Management

Capability Maturity Model Integration External links:

[PDF]Capability Maturity Model Integration (CMMI) Overview

Functional requirement External links:

ISO/IEC 20000 External links:

ISO/IEC 20000
http://ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.

ISO/IEC 20000 IT Service Management | BSI America

ISO/IEC 27000 External links:

ISO/IEC 27000:2016 is FREE at last! – Google Groups

[PDF]ISO/IEC 27000, 27001 and 27002 for Information …

ISO/IEC 27000 glossary standard –

ISO 9000 External links:

Benefits of ISO 9000 – Perry Johnson Registrars, Inc.

Find How ISO 9000 and ISO 9001 differ from one another

List of ISO 9000 Registered Companies – 9000 Store

IT Service Management Forum External links:

IT Service Management Forum Annual New Zealand …

Information Technology Infrastructure Library External links:

Information Technology Infrastructure Library (ITIL)

Information Technology Infrastructure Library (ITIL) | cdotech

Information Technology Infrastructure Library (ITIL)

Information security management External links:

Information Security Management IF201.01 –

CCISO Information Security Management Training Program

Information Security Management – Home2

Information technology External links:

SOLAR | Division of Information Technology

Umail | University Information Technology Services

Rebelmail | UNLV Office of Information Technology (OIT)

Marval Software External links:

Marval Software · GitHub

Marval Software | Crunchbase

Marval Software – Home | Facebook

Microsoft Operations Framework External links:

Microsoft Operations Framework

Microsoft Operations Framework 4.0

Network and Service Management Taxonomy External links:

Network and Service Management Taxonomy – Simpleweb

Network management External links:

Download Free Network Management & Free Network …

What is Network Management? Webopedia Definition

Network Management | Free Network Management …

Quality management External links:

abaqis® | Quality Management System

Login – ASCWebQI – Quality Management Tools

Quality Management Training Solutions from BSI

Service desk External links:

TRIOLE Service Desk – Login (SDCTFSVMSS04)

IT Service Desk | Information Technology

CUNA Service Desk

Software engineering External links:

Software Engineering Institute

Systems management External links:

Geographic Information Systems Management Office – …

KACE Endpoint Systems Management Appliances

United Kingdom External links:

Kristina Rihanoff | United Kingdom | Dance to the Music Tour

Whisky Subscription | WHISKY-ME | United Kingdom

United Kingdom – Faith – The George Michael Legacy

Workflow management system External links:

Workflow Management System | Issuetrak

eSchoolView Workflow Management System

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