Is my network functioning? That’s the short measure by which many employees judge the IT department. Explaining how complex service plans, upgrades, and retirement activities unfold is difficult. We helped by mapping the functions of a service desk and support organization to a worldwide gas exploration company. Now part of Shell, BG Group used the process maps to explain and optimize how service desk, service lifecycle, and service support boost business productivity.

Do you have important information to share? Stay tuned for monthly examples of how visual communications can be harnessed to expedite understanding and action.

The Service Desk supports several functions: Incident response, service requests, and information inquiries.

The Lifecycle of services includes thoughtful planning, implementation, and retirement.

How does IT activity improve productivity and business analytics?