1. First establish that the business need is clearly identified and understood

2. Make sure management commitment, budget and resource is made available before commencement

3. Ensure the proposed solution aligns with your Service Support strategy and vision

4. Identify, achieve and communicate quick wins (e.g. keeping customers informed, improved installation times)

5. Define clear objectives and deliverables

6. Start simple; don’t try to do everything at once; adopt a phased approach

7. Involve/consult your Customers, especially critically important ones; don’t use jargon

8. Involve/consult end Users

9. Sell the benefits to support staff

10. Train IT staff to be service staff

11. Educate/train Customers and Users in the use of the new service and its benefits

12. Advertise and ‘sell’ your service.


Ready to buy? Order the Help Desk Toolkit today