Implementation activities
for service desk solutions
Collecting requirements and wishes
This is the first step in the implementation process. In this activity, our consultant is going to collect all the relevant requirements and needs that are necessary for a successful implementation of the service desk solution. The consultant collects the data based on the input from the various stakeholders.
Determine plan of action and work to be performed
Based on the requirements gathered by the consultant, the consultant will suggest the best way to achieve the desired outcome. This will also determine what work needs to be performed to achieve this outcome and there will be an indication of the time required to perform this work.
Project scope
Together with the customer, the plan of action and the work to be performed will be discussed in order to jointly reach an agreement for the work indicated. The client gives further approval for the creation of a project plan for the specific steps as discussed.
Project Plan
Based on the defined scope for the project, the consultant will create a project plan that includes the timeline, milestones, tasks and what will be delivered. This plan will be used as a guide for tracking the process, conducting meetings and work, and discussing changes during implementation.
Kickoff
The kickoff is the official start of the project and this is to establish that there are no more question marks for all stakeholders regarding the project plan and its implementation, so that the further implementation process can proceed smoothly.
Process definition
Based on the plan, the consultant will then interact with the stakeholders in order to come up with a working process. In this, the consultant will use his expertise to provide recommendations and best practices to align this process with the client’s needs.
Design
The defined process will be elaborated in a design that will be used as a guide for the implementation of the solution and as documentation of the setup. This elaborated document will be made available to the customer and stakeholders, where they will give approval for the actual implementation of the solution.
Implementation
The design created will be implemented by our consultant using his expertise and with the goal of client and stakeholder satisfaction.
Migration
Depending on the scope of the project, data may be migrated from a third application, the consultant will use experience to make the transition process as smooth as possible.
Integration
Like migration of data, interaction with external systems and parties can also be part of the implementation process. The consultant can work with the stakeholders to make the connections to these external systems so that this will work as part of the entire process.
Testing
After implementation of the design in the solution, the consultant will work with the stakeholders to test and validate the process and procedures as defined in the scope of the project so that it is ready for commissioning. This gives the opportunity for modification of procedures where they give different insights from the design in practice.
Training
Based on the scope, the consultant will create a training plan for functional and technical training of the users in the use of the solution so that the customer can get maximum benefit from it.
Commissioning
The consultant will oversee the Go-Live process of the service desk solution for the customer and be available to users/technicians for all functional and technical questions that arise during the Go-Live process. This is to ensure a smooth transition.
Documentation
When everything is formalized, a full documentation will be made available of all processes, procedures, workflows and technical activities that will help the customer use the solution without the need for further input.
Completion
As a final step, the consultant will complete the implementation with documentation, feedback, suggestions and recommendations from the customer so that Dekkers IT Solutions & Consultancy can continue to improve its processes.
note: the above activities may take place simultaneously or sequentially. The order may also vary based on client requirements/wishes.
