153 In-Depth IT Service Desk Questions for Professionals

What is involved in Service desk

Find out what the related areas are that Service desk connects with, associates with, correlates with or affects, and which require thought, deliberation, analysis, review and discussion. This unique checklist stands out in a sense that it is not per-se designed to give answers, but to engage the reader and lay out a Service desk thinking-frame.

How far is your company on its IT Service Desk journey?

Take this short survey to gauge your organization’s progress toward IT Service Desk leadership. Learn your strongest and weakest areas, and what you can do now to create a strategy that delivers results.

To address the criteria in this checklist for your organization, extensive selected resources are provided for sources of further research and information.

Start the Checklist

Below you will find a quick checklist designed to help you think about which Service desk related domains to cover and 153 essential critical questions to check off in that domain.

The following domains are covered:

Service desk, IT service management, Axios Systems, Business Process Framework, Business process, Capability Maturity Model Integration, Configuration management database, Continual improvement process, Functional requirement, ISO/IEC 20000, ISO/IEC 27000, ISO 9000, IT Service Management Forum, Information Technology Infrastructure Library, Information security management, Information technology, Marval Software, Microsoft Operations Framework, Network and Service Management Taxonomy, Network management, Quality management, Software engineering, Systems management, United Kingdom, Workflow management system:

Service desk Critical Criteria:

Study Service desk engagements and find out what it really means.

– Will we be eligible for ISOIEC 20000 certification, even if our Service Desk, infrastructure management and applications management functions are located in different countries?

– Why is Customer Service and helpdesks so undervalued given that this is a core part of branding and growth i e The head of the Service Desk is not a CxO level title?

– How does mobility improve your organizations service desk effectiveness?

– Is the cloud service providers service desk local, onshore or offshore?

– How does mobility improve your organizations service desk effectiveness?

– How does mobility improve our organizations service desk effectiveness?

– Is the cloud service providers service desk local, onshore or offshore?

– Are You Running Your Service Desk or is Your Service Desk Running You?

– What are valid performance indicators for the service desk?

– Is the scope of Service desk defined?

IT service management Critical Criteria:

Extrapolate IT service management tasks and customize techniques for implementing IT service management controls.

– What other departments, besides IT, use service catalog as a means of publishing their services in your organization?

– How would you describe the impact of cloud vis-a -vis your ITSM initiative/capabilities in your organization?

– Are we getting a handle on project initiation-related risks which is all about are we doing the right things?

– In your organization, which group oversees/coordinates your it Service Management capabilities?

– Does current usage support ongoing contract negotiations for maintenance and upgrade renewals?

– What are our key differences between ITAM IT asset management and ITSM IT service management?

– What challenges and opportunities does cloud computing present for IT Service Management ?

– Does the service provider have a service desk function based on itil principles?

– Do changes in business processes fall under the scope of Change Management?

– What factors influence the success of implementing it service management?

– How successful have you been to date with your itsm initiative?

– Why is it Service Management important to cloud providers?

– Do you have a growing list of overdue incidents?

– How will changes affect the customers services?

– What does a disaster recovery plan look like?

– What is the future of it Service Management?

– What is it Service Management?

– Is the Quality of Service met?

– Required Metrics Defined?

– Fit for purpose?

Axios Systems Critical Criteria:

Survey Axios Systems risks and arbitrate Axios Systems techniques that enhance teamwork and productivity.

– Does Service desk analysis show the relationships among important Service desk factors?

– Are we making progress? and are we making progress as Service desk leaders?

– Is Service desk dependent on the successful delivery of a current project?

Business Process Framework Critical Criteria:

Sort Business Process Framework visions and sort Business Process Framework activities.

– What is the purpose of Service desk in relation to the mission?

– What are the barriers to increased Service desk production?

– What are the Essentials of Internal Service desk Management?

Business process Critical Criteria:

Analyze Business process results and give examples utilizing a core of simple Business process skills.

– Have the segments, goals and performance objectives been translated into an actionable and realistic target business and information architecture expressed within business functions, business processes, and information requirements?

– Have senior executives clearly identified and explained concerns regarding Customer Service issues and other change drivers, and emphasized that major improvements are imperative?

– What is the importance of knowing the key performance indicators KPIs for a business process when trying to implement a business intelligence system?

– Has business process Cybersecurity has been included in continuity of operations plans for areas such as customer data, billing, etc.?

– When conducting a business process reengineering study, what should we look for when trying to identify business processes to change?

– What are the disruptive Service desk technologies that enable our organization to radically change our business processes?

– Do you design data protection and privacy requirements into the development of your business processes and new systems?

– What finance, procurement and Human Resources business processes should be included in the scope of a erp solution?

– If we accept wire transfers what is the desired business process around supporting wire transfers?

– To satisfy customers and stakeholders, which internal business process must we excel in?

– Will existing staff require re-training, for example, to learn new business processes?

– What business process supports the entry and validation of the data?

– How do we improve business processes and how do we deliver on that?

– On what basis would you decide to redesign a business process?

– What is the business process?

Capability Maturity Model Integration Critical Criteria:

Deliberate over Capability Maturity Model Integration visions and probe Capability Maturity Model Integration strategic alliances.

– How do you incorporate cycle time, productivity, cost control, and other efficiency and effectiveness factors into these Service desk processes?

– What may be the consequences for the performance of an organization if all stakeholders are not consulted regarding Service desk?

– How do we manage Service desk Knowledge Management (KM)?

Configuration management database Critical Criteria:

Devise Configuration management database tasks and report on developing an effective Configuration management database strategy.

– If a customer complains that service levels are below those agreed in the sla, apparently due to a number of related hardware incidents, who is responsible for ensuring the cause is investigated?

– A virtual local area network (vlan) is a physical grouping of network devices within a larger network. true or false?

– Which of the itil processes is responsible for ensuring the organization is aware of new and changing technology?

– In which two Service Management processes would you be most likely to use a risk analysis and management method?

– What is the main difference between a cmdb (Configuration Management database) and a typical asset register?

– What information does Configuration Management provide to the it management of an organization?

– When: when do you start to place entities under configuration control?

– A network segment is a superset of a larger network. true or false?

– Do Service desk rules make a reasonable demand on a users capabilities?

– How is information to be collected, stored and reported?

– Definition: what is software Configuration Management?

– Interdisciplinary review of proposed change complete?

– Why is sacm so hard to implement and organize?

– Was the technical review adequately performed?

– How frequently should cab/ec meetings be held?

– If yes, has the usq review been completed?

– Are all other required reviews complete?

– Why is application sizing important?

– Are we Assessing Service desk and Risk?

– Implemented as proposed?

Continual improvement process Critical Criteria:

Communicate about Continual improvement process tactics and maintain Continual improvement process for success.

– What will be the consequences to the business (financial, reputation etc) if Service desk does not go ahead or fails to deliver the objectives?

– Who sets the Service desk standards?

– Why are Service desk skills important?

Functional requirement Critical Criteria:

Facilitate Functional requirement risks and tour deciding if Functional requirement progress is made.

– Many teams will find that informal modeling sessions around whiteboards will be sufficient, although sometimes more formal modeling sessions, such as Joint Application Design (JAD) strategies or stakeholder interviews will work best. How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– What are your key performance measures or indicators and in-process measures for the control and improvement of your Service desk processes?

– How will nonfunctional requirements pertaining to availability, security, performance, and many other factors be addressed?

– Do the Service desk decisions we make today help people and the planet tomorrow?

– Does the current environment support the business and functional requirements?

– Is the Service desk organization completing tasks effectively and efficiently?

– Does the current environment support the business and functional requirements?

ISO/IEC 20000 Critical Criteria:

Powwow over ISO/IEC 20000 risks and intervene in ISO/IEC 20000 processes and leadership.

– Why is it important to have senior management support for a Service desk project?

– Can we do Service desk without complex (expensive) analysis?

– Will we be eligible for ISO/IEC 20000 certification?

ISO/IEC 27000 Critical Criteria:

Scan ISO/IEC 27000 engagements and define ISO/IEC 27000 competency-based leadership.

– What are your results for key measures or indicators of the accomplishment of your Service desk strategy and action plans, including building and strengthening core competencies?

– In a project to restructure Service desk outcomes, which stakeholders would you involve?

– How do we make it meaningful in connecting Service desk with what users do day-to-day?

ISO 9000 Critical Criteria:

Pay attention to ISO 9000 decisions and define ISO 9000 competency-based leadership.

– Which customers cant participate in our Service desk domain because they lack skills, wealth, or convenient access to existing solutions?

– What process management and improvement tools are we using PDSA/PDCA, ISO 9000, Lean, Balanced Scorecard, Six Sigma, something else?

– Do not ISO 9000 and CMM certifications loose their meaning when applied to the software industry?

– How important is Service desk to the user organizations mission?

– What are specific Service desk Rules to follow?

IT Service Management Forum Critical Criteria:

Extrapolate IT Service Management Forum governance and display thorough understanding of the IT Service Management Forum process.

– Think about the kind of project structure that would be appropriate for your Service desk project. should it be formal and complex, or can it be less formal and relatively simple?

– Marketing budgets are tighter, consumers are more skeptical, and social media has changed forever the way we talk about Service desk. How do we gain traction?

Information Technology Infrastructure Library Critical Criteria:

Powwow over Information Technology Infrastructure Library engagements and know what your objective is.

– What are the usability implications of Service desk actions?

– How do we keep improving Service desk?

Information security management Critical Criteria:

Analyze Information security management leadership and oversee implementation of Information security management.

– Has the organization established an Identity and Access Management program that is consistent with requirements, policy, and applicable guidelines and which identifies users and network devices?

– Has the organization established an enterprise-wide business continuity/disaster recovery program that is consistent with requirements, policy, and applicable guidelines?

– What role does communication play in the success or failure of a Service desk project?

– Is there a business continuity/disaster recovery plan in place?

– Are damage assessment and disaster recovery plans in place?

– What are the Key enablers to make this Service desk move?

– What are internal and external Service desk relations?

Information technology Critical Criteria:

Guide Information technology tactics and get going.

– What are your current levels and trends in key measures or indicators of Service desk product and process performance that are important to and directly serve your customers? how do these results compare with the performance of your competitors and other organizations with similar offerings?

– Do the response plans address damage assessment, site restoration, payroll, Human Resources, information technology, and administrative support?

– Does your company have defined information technology risk performance metrics that are monitored and reported to management on a regular basis?

– If a survey was done with asking organizations; Is there a line between your information technology department and your information security department?

– How does new information technology come to be applied and diffused among firms?

– The difference between data/information and information technology (it)?

– What vendors make products that address the Service desk needs?

– Will Service desk deliverables need to be tested and, if so, by whom?

– When do you ask for help from Information Technology (IT)?

Marval Software Critical Criteria:

Nurse Marval Software strategies and know what your objective is.

– What tools and technologies are needed for a custom Service desk project?

– How to Secure Service desk?

Microsoft Operations Framework Critical Criteria:

Examine Microsoft Operations Framework tactics and assess and formulate effective operational and Microsoft Operations Framework strategies.

– What other organizational variables, such as reward systems or communication systems, affect the performance of this Service desk process?

– Which Service desk goals are the most important?

– How do we go about Securing Service desk?

Network and Service Management Taxonomy Critical Criteria:

Talk about Network and Service Management Taxonomy projects and budget the knowledge transfer for any interested in Network and Service Management Taxonomy.

– Why is Service desk important for you now?

– What are our Service desk Processes?

Network management Critical Criteria:

Map Network management planning and stake your claim.

– Do you monitor the effectiveness of your Service desk activities?

Quality management Critical Criteria:

Have a session on Quality management tactics and look at it backwards.

– What is the future of Data Quality management?

– Quality management -are clients satisfied?

– How do we maintain Service desks Integrity?

Software engineering Critical Criteria:

Own Software engineering tasks and learn.

– DevOps isnt really a product. Its not something you can buy. DevOps is fundamentally about culture and about the quality of your application. And by quality I mean the specific software engineering term of quality, of different quality attributes. What matters to you?

– Can we answer questions like: Was the software process followed and software engineering standards been properly applied?

– Will new equipment/products be required to facilitate Service desk delivery for example is new software needed?

– What are the top 3 things at the forefront of our Service desk agendas for the next 3 years?

– Is open source software development faster, better, and cheaper than software engineering?

– Better, and cheaper than software engineering?

Systems management Critical Criteria:

Set goals for Systems management strategies and find the essential reading for Systems management researchers.

– How do we measure improved Service desk service perception, and satisfaction?

– When a Service desk manager recognizes a problem, what options are available?

– Have the types of risks that may impact Service desk been identified and analyzed?

United Kingdom Critical Criteria:

Track United Kingdom failures and test out new things.

– For your Service desk project, identify and describe the business environment. is there more than one layer to the business environment?

– How do we Improve Service desk service perception, and satisfaction?

Workflow management system Critical Criteria:

Brainstorm over Workflow management system quality and get the big picture.

– What are our best practices for minimizing Service desk project risk, while demonstrating incremental value and quick wins throughout the Service desk project lifecycle?

– Who are the people involved in developing and implementing Service desk?

– What potential environmental factors impact the Service desk effort?


This quick readiness checklist is a selected resource to help you move forward. Learn more about how to achieve comprehensive insights with the IT Service Desk Self Assessment:


Author: Gerard Blokdijk

CEO at The Art of Service | http://theartofservice.com



Gerard is the CEO at The Art of Service. He has been providing information technology insights, talks, tools and products to organizations in a wide range of industries for over 25 years. Gerard is a widely recognized and respected information expert. Gerard founded The Art of Service consulting business in 2000. Gerard has authored numerous published books to date.

External links:

To address the criteria in this checklist, these selected resources are provided for sources of further research and information:

Service desk External links:

Service Desk Home – fmPilot

NIH IT Service Desk

NIH IT Service Desk – Request for Service

IT service management External links:

Remedy 9 – IT Service Management Suite – BMC Software

Axios Systems External links:

Axios Systems – Home | Facebook

Axios Systems assyst Reviews | G2 Crowd

Axios Systems – YouTube

Business Process Framework External links:

What is the Business Process Framework? – YouTube

eTOM Business Process Framework – Interfacing

[PDF]Siebel Business Process Framework: Workflow Guide

Business process External links:

Microsoft Dynamics 365 – Modernizing Business Process …

What Is a Business Process? (with picture) – wiseGEEK

Infosys BPM – Business Process Management | BPM …

Capability Maturity Model Integration External links:

[PDF]Capability Maturity Model Integration (CMMI) Overview

Configuration management database External links:

Critical Capabilities for Configuration Management Database

Continual improvement process External links:

Continual Improvement Process (CIP) – Rudolph

Functional requirement External links:

[PDF]Functional Requirements Document – University of …

ISO/IEC 20000 External links:

ISO/IEC 20000 IT Service Management | BSI America

ISO/IEC 20000
http://ISO/IEC 20000 is the first international standard for IT service management. It was developed in 2005, by ISO/IEC JTC1/SC7 and revised in 2011. It is based on and intended to supersede the earlier BS 15000 that was developed by BSI Group.

ISO/IEC 27000 External links:

[PDF]ISO/IEC 27000, 27001 and 27002 for Information …

ISO/IEC 27000-series Flashcards | Quizlet

ISO/IEC 27000 glossary standard – iso27001security.com

ISO 9000 External links:

Find How ISO 9000 and ISO 9001 differ from one another

What is ISO 9000? – Definition from WhatIs.com

How to Become ISO 9000 Certified | Chron.com

IT Service Management Forum External links:

IT Service Management Forum Annual New Zealand …

Information Technology Infrastructure Library External links:

ITIL – The Information Technology Infrastructure Library

Information Technology Infrastructure Library (ITIL)

Information Technology Infrastructure Library (ITIL) …

Information security management External links:

CCISO Information Security Management Training …

Information Security Management – Home2

Information technology External links:

Umail | University Information Technology Services

Rebelmail | UNLV Office of Information Technology (OIT)

Information Technology Degrees – capella.edu
http://ad · www.capella.edu/information/technology

Marval Software External links:

Marval Software · GitHub

Marval Software – Home | Facebook

Marval Software (@MarvalSoftware) | Twitter

Microsoft Operations Framework External links:

Microsoft Operations Framework 4.0

Microsoft Operations Framework

Appendix A – Microsoft Operations Framework

Network and Service Management Taxonomy External links:

Network and service management taxonomy – Revolvy
https://www.revolvy.com/topic/Network and service management taxonomy

Network and Service Management Taxonomy – Simpleweb

Network management External links:

What is Network Management? – Definition from Techopedia

Netgear Insight: Wireless Network Management | NETGEAR

[PDF]Network Management Card User’s Guide

Quality management External links:

Login – ASCWebQI – Quality Management Tools

Antelope Valley Air Quality Management District

Total Quality Management (TQM): What is TQM? | ASQ

Software engineering External links:

Software Engineering Institute

Software Engineering | University of Wisconsin-Platteville

Systems management External links:

– Operation Processes and Systems Management …

KACE Endpoint Systems Management Appliances

Geographic Information Systems Management Office – …

United Kingdom External links:

Brendan Cole | United Kingdom | Brendan Cole Tour

Kristina Rihanoff | United Kingdom | Dance to the Music Tour

Year 2018 Calendar – United Kingdom

Workflow management system External links:

Workflow Management System | Q-nomy

WorkflowGenerator – Pegasus Workflow Management System

TrackPro | Workflow Management System

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