Developing a help desk strategy is the first step to formalizing your help desk and implementing ITIL. The process you need to execute to improve your IT help desk strategy is:
- Develop your strategy. To develop your strategy, you will gather the information you need to write the strategy. Data required includes writing up your services, defining your markets and writing up your offering.
- Map your strategy processes. There are three strategy processes that you will develop. These are your financial management, service portfolio, and demand management processes.
- Write your strategy. With your information to hand and your processes mapped you can then put together a strategy that reflects the reality of your organization.