Establish monitoring and alerting on technology service desks that reflects user experience.
Building Effective and Responsive Information Technology Service Desks
Build a working method for technology service desks that stands up to scrutiny and survives daily pressure.
📍 Tripoli🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Security and delivery speed are traded against each other in technology service desks whether or not anyone says so. Availability targets for the practice within technology and systems delivery are commercial commitments, whatever the engineering team calls them. Most organisations already have a policy on this aspect of technology and systems delivery; far fewer can show it working. They leave able to brief senior management on technology service desks in terms that support a decision. Participants leave with a method for this part of technology and systems delivery, not a set of opinions about it. Each session closes with a decision the participant must justify about the wider technology and systems delivery agenda in their own setting. Benchmarking exercises repeatedly place technology service desks among the areas with the widest performance spread. Participants come from operational and oversight roles, and both perspectives on the technology and systems delivery capability are used deliberately. It ends with a prioritised list of changes to this area of technology and systems delivery that the participant is prepared to defend internally.
Expected Learning Outcomes
Apply access control and least privilege throughout technology service desks.
Control technical debt in technology service desks deliberately rather than by neglect.
Document technology service desks to the level a new engineer could operate it.
Communicate the purpose of technology service desks to those who have to comply with it.
Build a concise technical standard for technology service desks that colleagues can follow without further explanation.
Agree the first three actions on technology service desks that will be taken on returning to work.
Who Should Attend
Solution architects designing technology service desks.
Compliance and governance staff whose remit includes technology service desks.
Managers with direct responsibility for technology service desks within the technical platform.
Service desk and support leads handling incidents in technology service desks.
Information security specialists protecting technology service desks.
Infrastructure and platform engineers operating technology service desks.
Course Modules
Technology service desks: documentation, support and handover
2 sessions · 8 pointsSession 1What has to be agreed before work on technology service desks starts
- Write down the assumptions underpinning the approach to technology service desks.
- Apply change control to technology service desks including emergency changes.
- Confirm that reporting on technology service desks reaches the people who can act.
- Configure alerting on technology service desks that reflects what users experience.
Session 2Monitoring technology service desks from the user's point of view
- Set delivery and reliability indicators for technology service desks the team trusts.
- Draft the minimum viable technical standard for technology service desks.
- Anticipate the objections technology service desks will raise and prepare the answers.
- Estimate the resource technology service desks requires to run as designed.
Technology service desks: architecture and designing for failure
2 sessions · 8 pointsSession 1Retiring the legacy part of technology service desks
- Identify single points of dependency in technology service desks and reduce them.
- Set escalation thresholds for technology service desks that work out of hours.
- State the availability and recovery objectives for technology service desks as numbers.
- Plan the sequence in which improvements to technology service desks will be introduced.
Session 2The decisions in technology service desks that cannot be delegated
- Remove steps in technology service desks that add effort without adding assurance.
- Compare the cost of technology service desks with the cost of its absence.
- Assess the exit route from any cloud or vendor dependency in technology service desks.
- Review access rights on technology service desks and remove what is no longer needed.
Technology service desks: monitoring, alerting and observability
2 sessions · 8 pointsSession 1Building lasting competence in technology service desks
- Restore a backup of technology service desks in a test environment and time it.
- Document the runbook for technology service desks to the level a new engineer could use.
- Record the technical debt in technology service desks and schedule repayment.
- Build the internal briefing that explains technology service desks to those affected.
Session 2Making releases of technology service desks routine instead of risky
- Name a single owner for each element of technology service desks.
- Measure current load on technology service desks and project it forward twelve months.
- Identify the single points of failure in technology service desks.
- Confirm data retention and deletion rules applied within technology service desks.
Technology service desks: security, identity and least privilege
2 sessions · 8 pointsSession 1Sizing capacity for technology service desks on measured growth
- Check that technology service desks still works when volumes rise unexpectedly.
- Collect evidence on the present handling of technology service desks before proposing changes.
- Set out how exceptions to technology service desks are requested and approved.
- Confirm that those complying with technology service desks understand why it exists.
Session 2Designing technology service desks around how it will fail
- Run a load test on technology service desks at expected peak plus a margin.
- Review logging on technology service desks for coverage and retention.
- Test the failover for technology service desks rather than assuming it works.
- Confirm the support model and escalation path for technology service desks.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
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