Strategy

[thechosenone69]

Hello,

I've been asked form a company to write a "service desk strategy" related to a case study. Can someone shed some light on what the structure would be for such a document..

What I'm doing is the following:

Plan, Goals, Objectives, Scope, Benefits, Problems, structure, Cost, Metrics, CSF, input/output, tools, incident Process, Activities, Skillset.

Am I on the right track? if not, then can someone direct me to it.

Thanks
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.

[Diarmid]

Service desk strategy has to be subordinate to your service delivery objectives and strategy. That is your primary context and defines your objectives for you.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718

[thechosenone69]

Cheers.
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.