Building an Aligned Service Desk: Vision & Mission Report

This is part 2 in the Naked Service Desk Series


• Introduction
• Building a service desk vision & mission, increasing your vision visibility
• Making your mission meaningful
• Cascading through Critical Success Factors (CSF) keeping it relevant with KPIs
• Bringing It All Together
• Conclusion


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Defining your service desk’s vision and mission goes hand in hand with identifying it’s strategic purpose. This is the first vital step required to ensure you are providing brilliant service. The Naked Service Desk Blog explores these vital steps by stripping back the service desk to its 10 core components crucial to a successful service.

Report overview

The SDI global best practice Service Desk Standard defines the vision and mission of a service desk as being reflected in the organisation’s strategy and plans, as well as demonstrating the service desk’s role and contribution to the organisation’s success. For full maturity in this concept, the vision and mission statements should be aligned with those of the organisation, and efforts should be made to market these messages across the organisation and to support partners.
Arguably, a crucial step is to ensure all stakeholders are involved in the creation of the vision and mission. It is advisable, then, to research how the vision and mission will align with the wider business and then engage with service desk staff to form formal service desk equivalents.

One of the most effective ways a service desk’s vision and mission can be cascaded to stakeholders and staff is through carefully defined critical success factors. The objective is for these CSFs to integrate with the vision and mission and underpin the top-level objectives. For service desk professionals, key performance indicators are a clear and transparent way of gauging their personal and team performance against clearly defined criteria.

Furthermore, the vision and mission will also need to be regularly reviewed, revised and promoted – with all of the details contained within a single documented procedure. This ensures there is an easily monitored process to ensure relevance to an environment that is frequently changing and that they continue to deliver the most value to the organisation.

Supporting the organisation’s vision and mission ensures the service desk is aligned to the direction of the business and adds further credibility and relevance to the work undertaken by service desk professionals.

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