Service Desk Operations
- End User Support – all aspects of User Support
- ITSM Improvement – Defining ServiceNow Flows, Reporting
- Process calibration – regularly revising processes and calibrating those that are no longer up to date
- SLA and KPI monitoring – monitor SLAs and KPIs in the End User Support
- Management Scorecard
- User Onboarding & Training – training users on important topics, some based on the outcomes of the Scorecard, some due to the introduction of new apps
Workplace Services
- Hardware Lifecycle Management – End User Device Lifecycle management
- Define Hardware Standards – creating a global hardware catalog for the EUS Organisation
- Rollouts – Windows 10, O365, Follow me printing
- Compliance – Data Protection, Compliance for Computers and Mobile Devices
- Office Moves and relocations – assisting with office moves
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