Design
ITIL Service Desk Redesign for a D2C Cosmetics Startup
Overview
What this challenge is about.
Design a service desk model based on ITIL best practices. Propose a tiered support structure (L1-L3), a self-service portal with knowledge base, and a process for incident management and service requests. Consider tools like Jira Service Management or Zendesk. Success means reducing resolution time by 30% while keeping costs under DKK 75,000/year. Deliver a process flow diagram, tool recommendation, staffing plan, and a cost-benefit analysis.
The Brief
What you'll do, and what you'll demonstrate.
Design a scalable, cost-effective ITIL-based service desk to handle growing IT support needs.
Earning criteria — what you'll demonstrate
- Apply ITIL service operation concepts to a real-world scenario
- Design an incident management process
- Evaluate service desk tools based on requirements
- Propose a staffing model aligned with ITIL roles
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
Careers
Roles this prepares you for.
Real titles. Real skill bridges. Pick the one closest to your trajectory.
Career mappings coming soon.