Design a Lean ITIL Service Desk for a Cosmetics Startup
Overview
What this challenge is about.
Design a tiered ITIL service desk for a cosmetics startup, cut resolution time by 30% under budget, and earn a verifiable certificate.
The scenario
Lysglow ApS is a direct-to-consumer cosmetics brand headquartered in Copenhagen that sells skincare and makeup primarily through its own webshop and a flagship store. Rapid hiring has outpaced its internal systems, leaving a single shared IT support inbox as the only channel for 150 employees across operations, marketing, fulfilment, and retail.
The Brief
What you'll do, and what you'll demonstrate.
How should Lysglow ApS restructure its ad-hoc email-based IT support into a tiered, measurable, ITIL-aligned service desk that cuts median resolution time by at least 30 percent while staying under DKK 75,000 per year?
Earning criteria — what you'll demonstrate
- Derive a quantitative service baseline (median resolution time, ticket mix, reopen rate) from raw operational data
- Translate ITIL incident-management and service-request practices into workflows sized for a small organization
- Design a tiered support and escalation model with clear ownership and handoff rules
- Build a defensible cost-benefit case that ties a tool and staffing choice to a measurable service target
- Communicate a service design decision persuasively to a non-technical executive audience
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Aligned coursework coming soon.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
- Itil
Apply itil to solve real industry problems and demonstrate production-level capability.
- Service Desk
Apply service desk to solve real industry problems and demonstrate production-level capability.
- Incident Management
Apply incident management to solve real industry problems and demonstrate production-level capability.
- Cost Analysis
Apply cost analysis to solve real industry problems and demonstrate production-level capability.
- Process Design
Apply process design to solve real industry problems and demonstrate production-level capability.
Careers
Career paths this challenge builds toward
Completing this challenge demonstrates skills that transfer directly to these roles:
IT Service Management Consultant
Mirrors real consulting engagements where you assess a messy support operation, baseline it, and design an ITIL-aligned model under budget and headcount constraints, then defend the design to leadership.
This challenge sharpens
- itil
- service-desk
- process-design
Service Desk Manager
Builds the core competencies of running a support function: defining incident workflows, setting escalation tiers, and tracking resolution metrics against targets so service quality is measurable and improving.
This challenge sharpens
- service-desk
- incident-management
- process-design
IT Operations Analyst
Develops the analytical muscle to turn raw ticket data into baselines and forecasts, then justify tooling and staffing investments with a cost-benefit case grounded in operational evidence.
This challenge sharpens
- incident-management
- cost-analysis
- itil