The “Service Desk Implementation” workshop is aimed at people who want to learn the basics of service desk planning, implementation, and day-to-day operations. The workshop will  provide an opportunity to learn about the basic practices in which the service desk is involved: incident management and service request management. Designed for individuals who need a practical approach to user support topics.

The purpose of this workshop is to learn best practices related to planning, building, and the day-to-day management and improvement of the service desk, the single point of contact with users. The workshop will include a needs analysis of user support, choice of service desk structure (local, central, virtual), requirements for technology supporting the service desk. Additionally, key elements for effective and efficient incident management practices and service request management will be discussed. Special attention will be focused on continuous improvement of the discussed practices along with preparation of key metrics.

We will provide participants with practical skills related to the planning, implementation, and continuous improvement of the following practices:

• Service Desk
• Incident management
• Service request management