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A no nonsense guide to setting up service desk and key activities to make it effective
Updated on Sep, 2026
Business, Management,
Training 5 or more people ?
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Interested in a career on an IT Service / help desk?
Are you tasked with setting up a new IT Service / Help desk?
Or are you just looking for guidance on best practice as a manager?
Then this course is for you!
Service Desk is probably thee most important aspect of any IT service provider - it is the first part of a user journey where users will regularly interact with it whether its via an incident or an request.
My main focus is always on practical application, less on theory. I feel this gives the learner a better experience as reality does not always meet theory in application.
I hope you enjoy the course, and I will always respond to any questions you may have as you embark on this course!
1. Scoping out your work - thinking about what will your service desk offer and reflecting that in the design of your service desk.
2. ITIL and service desk - what does ITIL say about Service Desk and what activities at a high level should they do?
3. Work streams - an analysis of typical work that a service desk will do.
4. Shift left strategy - how do you ensure your service desk remains efficient and your 1st line team is engaged and always learning new skills?
5. Team management - how do you measure performance?
No previous experience required
Check out the detailed breakdown of what’s inside the course
I have worked in many roles in ITIL and Agile spaces. I have worked in airports, retail, IT sector, chat moderator for a bingo website, and many more. I like to share my knowledge of what I have learned along the way in a no nonsense way.
I also have a very keen interest in history; I have 2 items I found metal detecting in museums, gold panned in Scotland, and trace family trees!
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