Purpose:

To identify any bug or gaps that will prevent a Service Desk member from getting the work done.

To have a service desk technician familiar with the following:

Monitoring Intake Converting Intake Assigning Incident/Request Communication with end user Moving an Incident/Request through a lifecycle Searching the Knowledge base Searching for previous incidents Global Search Mentions Message templates Tracking time Identifying company’s policies, third-party services, and credentials

Agenda:

Incident walkthrough by DS team (5-10mins) Walkthrough by CentrexIT Service Desk team (40 mins) Gap analysis and Demand creation (10 mins)

Categories of suggestions

Must have Nice to have Automation/Improvement