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ITIL :: View topic - Service Desk Mission Statement
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Service Desk Mission Statement

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Joined: Jun 23, 2006
Posts: 1

PostPosted: Mon Jun 26, 2006 6:01 pm    Post subject: Service Desk Mission Statement Reply with quote

I need to put together a mission statement for our Service Desk, currently it comprises a front desk that deals with day to day incident management and a more specialised support team.

I want to bring these teams closer together and would like to create a mission statement that we can all work under, from that we can start to integrate the teams.

The mission statement should also give our customers an awareness of the service desk.

Any thoughts or tips would be very welcome.

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Joined: Jan 20, 2006
Posts: 172
Location: England

PostPosted: Wed Jun 28, 2006 3:30 am    Post subject: Reply with quote

Might I be so bold as to suggest that rather than asking us who won't be affected by whatever you decide, you ask the people who WILL be?

Get some representatives from the teams who will be affected/that you want to pull together and have a short brainstorming session. Explain what you want to achieve and how you think a snappy mission statement will help focus efforts.

That way you should secure some buy in as they had input into the statement rather than our contributing to one that may or may not work for you personally, then the teams affected turning around and ignoring it.

Also, you may want to disguise the 'mission statement' terminology as something else as the phrase immediately makes some people tune out (at least in my working environment that is the case!).

Good luck!
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