Top 143 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 143 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:

Demonstrate IT Service Desk strategies and know what your objective is.

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

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

IT service management Critical Criteria:

Audit IT service management decisions and finalize the present value of growth of IT service management.

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

– In your organization, which group oversees or coordinates your it service management capabilities?

– How is release management for new application services integrated with your itsm capabilities?

– What are our key differences between ITAM IT asset management and ITSM IT service management?

– What challenges and opportunities does cloud computing present for IT service management ?

– What are the use cases that your organization is targeting currently for its cmdb/cms?

– What are the best practices in knowledge management for IT Service management ITSM?

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

– Can the cloud service provider make available an endto-end continuity plan?

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

– Is the service provider eligible for certification under the scheme?

– Why are business sponsors for IT projects so important?

– Will we be eligible for ISOIEC 20000 certification?

– Who gverns an enterprise tool strategy?

– does not soa solve these problems?

– Is the Quality of Service met?

– What is ITIL?

– what is next?

Axios Systems Critical Criteria:

Closely inspect Axios Systems tasks and correct Axios Systems management by competencies.

– Is a IT Service Desk Team Work effort in place?

Business Process Framework Critical Criteria:

See the value of Business Process Framework goals and oversee Business Process Framework requirements.

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

– Who will provide the final approval of IT Service Desk deliverables?

Business process Critical Criteria:

Dissect Business process risks and explain and analyze the challenges of Business process.

– Do we identify maximum allowable downtime for critical business functions, acceptable levels of data loss and backlogged transactions, RTOs, RPOs, recovery of the critical path (i.e., business processes or systems that should receive the highest priority), and the costs associated with downtime? Are the approved thresholds appropriate?

– Have senior executives clearly identified and explained concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?

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

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

– When conducting a business process reengineering study, what should we look for when trying to identify business processes to change?

– 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?

– What would Eligible entity be asked to do to facilitate your normal business process?

– How do we improve business processes and how do we deliver on that?

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

– How does the solution handle core business processes?

Capability Maturity Model Integration Critical Criteria:

Judge Capability Maturity Model Integration failures and raise human resource and employment practices for Capability Maturity Model Integration.

– What are the top 3 things at the forefront of our IT Service Desk agendas for the next 3 years?

– What are our needs in relation to IT Service Desk skills, labor, equipment, and markets?

– Are assumptions made in IT Service Desk stated explicitly?

Configuration management database Critical Criteria:

Ventilate your thoughts about Configuration management database adoptions and point out Configuration management database tensions in leadership.

– Monitoring tools for wired networks do not provide the full array of features necessary for monitoring wlans. true or false?

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

– Which cloud Service Management process maintains information in the Configuration Management database (cmdb)?

– Who is responsible for ensuring appropriate resources (time, people and money) are allocated to IT Service Desk?

– Which processes other than incident management are involved in achieving a structural solution ?

– When: when do you start to place entities under configuration control?

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

– A network segment is a superset of a larger network. true or false?

– Interdisciplinary review of proposed change complete?

– Which of the entities should be configuration items?

– Where do we stand currently against the standards?

– Is a usq review required for the proposed change?

– Do the benefits of the change warrant the costs?

– How is mobile wimax different from fixed wimax?

– Why is sacm so hard to implement and organize?

– Is the change necessary, and if so, why?

– Independent verification complete?

– What goes under version control?

– Does the change involve a usq?

– Implemented as proposed?

Continual improvement process Critical Criteria:

Disseminate Continual improvement process management and slay a dragon.

– Who will be responsible for deciding whether IT Service Desk goes ahead or not after the initial investigations?

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

– Are we Assessing IT Service Desk and Risk?

Functional requirement Critical Criteria:

Face Functional requirement governance and look at the big picture.

– 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?

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

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

– How do senior leaders actions reflect a commitment to the organizations IT Service Desk values?

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

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

ISO/IEC 20000 Critical Criteria:

Tête-à-tête about ISO/IEC 20000 outcomes and separate what are the business goals ISO/IEC 20000 is aiming to achieve.

– What is the total cost related to deploying IT Service Desk, including any consulting or professional services?

– What are the usability implications of IT Service Desk actions?

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

ISO/IEC 27000 Critical Criteria:

Learn from ISO/IEC 27000 results and integrate design thinking in ISO/IEC 27000 innovation.

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

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

– Is Supporting IT Service Desk documentation required?

ISO 9000 Critical Criteria:

Extrapolate ISO 9000 goals and frame using storytelling to create more compelling ISO 9000 projects.

– 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?

– What are the record-keeping requirements of IT Service Desk activities?

– Who sets the IT Service Desk standards?

IT Service Management Forum Critical Criteria:

Have a session on IT Service Management Forum outcomes and create a map for yourself.

Information Technology Infrastructure Library Critical Criteria:

Consider Information Technology Infrastructure Library issues and report on setting up Information Technology Infrastructure Library without losing ground.

– Will new equipment/products be required to facilitate IT Service Desk delivery for example is new software needed?

– What are your most important goals for the strategic IT Service Desk objectives?

– What about IT Service Desk Analysis of results?

Information security management Critical Criteria:

Confer over Information security management issues and stake your claim.

– 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?

– Are there any easy-to-implement alternatives to IT Service Desk? Sometimes other solutions are available that do not require the cost implications of a full-blown project?

– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these IT Service Desk processes?

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

– Are damage assessment and disaster recovery plans in place?

– What threat is IT Service Desk addressing?

Information technology Critical Criteria:

Have a session on Information technology failures and change contexts.

– 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?

– 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)?

– How would one define IT Service Desk leadership?

Marval Software Critical Criteria:

Win new insights about Marval Software decisions and slay a dragon.

– How do we measure improved IT Service Desk service perception, and satisfaction?

– What are the Key enablers to make this IT Service Desk move?

– How do we go about Comparing IT Service Desk approaches/solutions?

Microsoft Operations Framework Critical Criteria:

Grade Microsoft Operations Framework strategies and test out new things.

– Consider your own IT Service Desk project. what types of organizational problems do you think might be causing or affecting your problem, based on the work done so far?

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

– What prevents me from making the changes I know will make me a more effective IT Service Desk leader?

Network and Service Management Taxonomy Critical Criteria:

Start Network and Service Management Taxonomy tasks and finalize specific methods for Network and Service Management Taxonomy acceptance.

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

– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about IT Service Desk. How do we gain traction?

Network management Critical Criteria:

Investigate Network management results and devise Network management key steps.

– How can you negotiate IT Service Desk successfully with a stubborn boss, an irate client, or a deceitful coworker?

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

– What are our IT Service Desk Processes?

Quality management Critical Criteria:

Track Quality management strategies and achieve a single Quality management view and bringing data together.

– what is the best design framework for IT Service Desk organization now that, in a post industrial-age if the top-down, command and control model is no longer relevant?

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

– How will you measure your IT Service Desk effectiveness?

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

Service desk Critical Criteria:

Be responsible for Service desk governance and ask questions.

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

– How does mobility improve your organizations service desk effectiveness?

– 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 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?

– What are valid performance indicators for the service desk?

– Which incidents should be logged by the service desk?

– What are internal and external IT Service Desk relations?

– Why are IT Service Desk skills important?

Software engineering Critical Criteria:

Systematize Software engineering outcomes and handle a jump-start course to Software engineering.

– 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?

– Are there any disadvantages to implementing IT Service Desk? There might be some that are less obvious?

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

– What vendors make products that address the IT Service Desk needs?

– Does IT Service Desk appropriately measure and monitor risk?

– Better, and cheaper than software engineering?

Systems management Critical Criteria:

Canvass Systems management tactics and figure out ways to motivate other Systems management users.

– Which IT Service Desk goals are the most important?

– What will drive IT Service Desk change?

United Kingdom Critical Criteria:

Review United Kingdom goals and get out your magnifying glass.

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

– How can skill-level changes improve IT Service Desk?

Workflow management system Critical Criteria:

Participate in Workflow management system risks and create a map for yourself.

– Why is it important to have senior management support for a IT Service Desk project?

– Is the scope of IT Service Desk defined?


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 Live Chat – Delta Air Lines

IT Service Desk | Information Technology

NIH IT Service Desk – Request for Service

IT service management External links:

Remedy 9 – IT Service Management Suite – BMC Software

Axios Systems External links:

ITSM software and solutions – Axios Systems

Axios Systems – YouTube

* We monitor all Axios Systems assyst reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product. …

Business Process Framework External links:

[PDF]Siebel Business Process Framework: Workflow Guide

Business Process Framework (eTOM) The Business Process Framework is an operating model framework for telecom service providers in the telecommunications industry.[1] The model describes the required business processes of service providers, and defines key elements and how they should interact.

eTOM Business Process Framework – Interfacing

Business process External links:

Canon Business Process Services

What Is a Business Process? (with picture) – wiseGEEK

Infosys BPM – Business Process Management | BPM …

Capability Maturity Model Integration External links:

[PDF]Capability Maturity Model Integration (CMMI) Overview

Configuration management database External links:

Critical Capabilities for Configuration Management Database

Continual improvement process External links:

Continual Improvement Process (CIP) – Rudolph

Functional requirement External links:

[PDF]Functional Requirements Document – University of …

ISO/IEC 20000 External links:

ISO/IEC 20000 IT Service Management | BSI America

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 27000 External links:

ISO/IEC 27000 glossary standard –

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

ISO/IEC 27000-series Flashcards | Quizlet

ISO 9000 External links:

List of ISO 9000 Registered Companies – 9000 Store

List of Accredited Registrars, ISO 9000, ISO 14000, …

How to Become ISO 9000 Certified |

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)

ITIL – The Information Technology Infrastructure Library

Information security management External links:

Information Security Management – Home2

CCISO Information Security Management Training …

Information technology External links:

Information Technology (IT) Industry & Association | CompTIA

Umail | University Information Technology Services

Student Email | Information Technology

Marval Software External links:

Marval Software · GitHub

Marval Software (@MarvalSoftware) | Twitter

Marval Software – Home | Facebook

Microsoft Operations Framework External links:

Microsoft Operations Framework 4.0

Microsoft Operations Framework

Appendix A – Microsoft Operations Framework

Network and Service Management Taxonomy External links:

Network and service management taxonomy – Revolvy and service management taxonomy

Network and Service Management Taxonomy – Simpleweb

Network management External links:

ASUS Router App – Easy Network Management in Hand

Download Free Network Management & Free Network …

What is Network Management? – Definition from Techopedia

Quality management External links:

Login – ASCWebQI – Quality Management Tools

Quality Management Training Solutions from BSI

abaqis® | Quality Management System

Service desk External links:

CUNA Service Desk

Service Desk Home – fmPilot

NIH IT Service Desk – Request for Service

Software engineering External links:

Software Engineering Stack Exchange

Systems management External links:

KACE Endpoint Systems Management Appliances

– Operation Processes and Systems Management …

Geographic Information Systems Management Office – …

United Kingdom External links:

Too Good To Go | United Kingdom

Trivelles Hotels | Affordable Rooms | United Kingdom

Brendan Cole | United Kingdom | Brendan Cole Tour

Workflow management system External links:

Workflow Management System | Q-nomy

WorkflowGenerator – Pegasus Workflow Management System

TrackPro | Workflow Management System