Most Service Desks and end-user support functions have a limited ability to
scale support resources to the appropriate levels to support high or low
volume demand times or manage an influx of new end-users. Many organizations have
multiple disparate service desk operations and end-user support functions that operate
independently of each other. Amalgamating and realigning these disparate service desks
and end-user support services from the current functional areas into an improved consolidated
model will allow the IT organization to leverage its resources and efforts to meet all
service demands.
inRound will engage your key leadership stakeholders to gain acceptance
and buy-in to an approach for the development of a Concept of Organization. Specifically,
the approach will evaluate existing support functions and make recommendations for
realignment under a new organization model. This Concept of Organization will provide
the framework that is scalable (economies of scale) to meet the future service demands
(critical mass) of clients and their end-users.
Once these roles have been realigned, the Service Desk operational support
processes along with other end-user support processes and activities can then
be standardized and more effectively managed from an overall perspective.
Realigning current Service Desk functions and other end-user support functions
into the new organizational structure will leverage existing expertise and
transition the focus from disparate service delivery teams to the integrated
service delivery model.
There will be increased efficiencies in service desk service delivery and Service
Desk operational reporting due to the consolidation of operational support functions
under a fully leveraged support model.
Once senior management has approved the Concept of Organization, a high-level
implementation road map and associated detailed implementation plan will be
developed and executed. One of the guiding principles that must be adhered to
during the transition period is that existing operations and the delivery of
support services must not be disrupted at any time.
|