Building a dynamic Service Desk (Intro)

Building a dynamic Service Desk: 10 questions & areas to focus before and after deploying Microsoft System Center 2012 Service Manager (Intro)

The purpose of these series of blogs is to explain some of the mysteries of how Service Manager is deployed successfully and what steps need to be taken to ensure your solution is one that fits the needs of your business and provides tangible outcomes you can count on.  These articles will include tips, tricks and best practice advice that you should consider utilizing for yourself.  Obviously, there is no ‘one size fits all’ approach with Service Manager or any other Service Desk solution for that matter, so please take the information gleamed at face value, weigh it against your own objectives and determine the best approach for you.  At the end of the day you will be thankful you did.

If you have interest in building a dynamic Service Desk then you have come to the right spot.  Firstly, what does building a dynamic service desk mean? It means having an integrated service desk solution that provides a wealth of information at your fingertips. Moreover, a dynamic service desk should be just that – dynamic.  In order to be dynamic we need to understand the core aspects of the integrated CMDB and where our data is *truly* originating from, everything from Active Directory to disparate siloes of information.  We need to understand the flow of information from origination source to our CMDB and determine if there are information or systems that cannot otherwise not be integrated and how we mitigate these types of scenarios.

Starting this process prior to deploying service manager is ideal, however, this guide can be a valuable resource for new ideas, initiatives and periodic service desk alignments.  These blogs will be a resource for everyone, so don’t fret if you have already deployed Service Manager and want to align your deployment to the outcomes in these documents, it can be done.  Truthfully, it can never hurt to review this from time to time as I will be giving some pretty specific prescriptive advice and long term objectives based on the implementations I have done in the past.  Again, take the pieces that work for you and leave the rest.

Below, please find the topic outline to this series.  Check back over time, I may decide to add additional topics based on the feedback and input I receive from the community.

  1. How, and where you start the journey?
  2. Current solution evaluation.
  3. Deploy yourself, hire a consultancy or both?
  4. The migration question
  5. Right-size planning your infrastructure.
  6. Planning for ITIL processes.
  7. Customer facing interactions
  8. Workflows and Automation
  9. How do you know you’ve arrived?
  10. Building the roadmap.

I hope you enjoy reading these as much as I will have writing them.  As always if you have any thoughts, ideas or just plain would like to see something added/changed etc. leave a comment or feel free to contact me directly – information below!

 Chris Ross, System Center MVP
Email: chris dot ross at cireson dot com
Twitter: SCSMUS
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