Managed Service Desk
For many organizations, the Service Desk Analyst is the first and Proven Methodology
last person a customer hears from. It’s no wonder that the overall Our proprietary Operational Success Methodology ensures a 360
perception most customers have of the entire IT organization is degree assessment of the Service Desk and its interfaces.
dependent on the Service Desk.
Real Results
Based on our many years of experience implementing the The Sandiy team of industry experts works with your technical
appropriate parts of ITIL® processes and optimizing cost at the team, managers, executives and customers. We endeavor to
Service Desk, Sandiy has re-formulated one of its most understand your operation by reviewing existing documentation,
successful services to assist you in improving the perception and process descriptions and usage of technology to deliver an
function of the Service Desk. accurate, understandable and actionable assessment for Service
Desk improvement. You’ll receive a customized CMMI based Gap
Sandiy’s Service Desk BluePrint uses our Operational Success Analysis, Benchmark and SIR that make sense for your
Methodology™ to ensure that all facets of the Service Desk organization. You obtain this feedback and information in an
function are assessed and evaluated against industry interactive workshop where all stakeholders are present. This will
benchmarks and Sandiy’s 260 Service Desk proven practices enable the next steps to be well understood and maximize traction
based on the Capability Maturity Model® Integration (CMMI). while reducing the risk of execution failure.
Other service providers may say they deliver Service Desk Execution Strategy
assessments, but many are heavy, confusing, and virtually Our standardized execution strategy for Iterative Process
un-actionable. The difference with Sandiy’s approach is very Improvement has been used hundreds of times to deliver high
simple: We deliver a balanced result that blends the best of ITIL, quality roadmaps for small, medium and large IT organizations.
our Operational Success Methodology™ and our 260 Service The Service Desk BluePrint takes you from Phase I through Phase
Desk proven practices into an ideal Service Improvement III to a completed Service Improvement Roadmap (SIR), providing
Roadmap (SIR). The SIR contains specific, actionable steps; a natural break from Deployment and Measure and Control. From
quick wins and long term improvements that will set a course for there, finish the Deployment and Measure and Control Phases
the Service Desk. yourself, or ask Sandiy to use its Process Implementation Service
to complete the cycle.
Methodologies
& Tactics
Business
Alignment
Monitored
ITIL Performance
Staffing &
Operational
Training Success
ITIL
Actionable
Metrics
Technology
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Managed Service Desk
Iterative Process Improvement
What is our vision for What is our current What does the future How do we get there Have we succeeded
and how are we and what are next
IT Services? state? state look like? going to do it? steps?
Benchmark Service
Project Initiation / Improvement Measure
& Deployment
Data Collection Roadmap & Control
Gap Analysis
(SIR)
Continuous Process Improvement Cycle
Phase I Phase II Phase III Phase IV Phase V
Strategic Task Breakdown Tactical Task Breakdown
Cost Optimization Standard Operating Procedure Adherence
Industry Benchmark Comparison Service Request Workflows
Staffing Level, Skills and Organization Review Change Management Roles
Steps Needed for Alignment with Business Service Observing
Technology Adoption Review Technology Utilization
Identify Business Drivers that Set IT Strategic Direction Incident Workflows / Management
Capability Maturity Model Integration ACD Review / Usage
Support Demand Forecasting Remote Assistance Integration
Validate Service Level Requirements Software Distribution Role
Customer Perception Articulated Inventory Scanning Ability
ITIL Readiness Assessment Knowledge Management Process / Tool Usage
Systems Management and Service Desk Integration Performance Management Process / Tool Usage
Staffing Schedules and Models
Bottom Line Adherence to Workflows Completion
Elevate the return on your Service Desk investment. Gain control Staff Utilization Measurement
of customer issues, streamline processes, improve departmental Incident Categorization Effectiveness
working relationships, improve reporting, and run your Service Reports Usage and Effectiveness
Desk like a business. Sandiy has the experience, expertise and Level 2 / 3 Interfacing and Effectiveness
methodology to give you an actionable Service Improvement Customer Satisfaction Surveying
Roadmap. Operational Level Agreement Usage
Actionable Metrics Reporting / Usage
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