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Best Practice: Keep It Simple in the Beginning
Phases in Implementing ServiceDesk
Symantec® ServiceDesk Customization Guide 7.0
Out-of-the-box, ServiceDesk is intended to require little customization; use this guide as
a checklist to identify the most important aspects to customize.
Keep the initial implementation of ServiceDesk 7 simple enough for most of your staff to
understand and manage. Aim to provide the basic functionality and services needed to
achieve a reasonable amount of satisfaction, not the ultimate "end all" solution. Then,
build up the ServiceDesk 7 system over time as the support staff and the end-users
become more familiar with it.
This document organizes the process of implementing ServiceDesk 7 into 3 phases.
Phase 1: Process and Workflow Planning
Phase 2: Installation, Configuration, and Basic Customization
Phase 3: Advanced Customization
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(page 46)
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