How do I use this Support Centre template for team transitions?

You can use the 'Future State' branch to map out specific onboarding targets and rotation schedules. For example, you can track the progress of new starters or plan the rotation of external partners like 'Datacom' across your internal engineering team to build cross-functional capability.

Is this Support Centre cheat sheet editable in Xmind?

Yes, every node in this .xmind file is fully customizable. You can update the 'Metric' placeholders under 'Call volumes', adjust the billable hour calculations, or attach external documentation like 'Service Desk.pptx' directly to the relevant state branches for easy access.

What is the 'NWOW Changes' structure used for?

The 'NWOW Changes' (New Ways of Working) node is designed to document process improvements, such as moving P3 requests to squads or scheduling P1/P2 incidents directly with engineers, ensuring the team understands the new operational flow compared to legacy methods.

Support Centre Overview

Chanelle Lewis

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Use cases

Roadmap

About

The Support Centre Overview mind map template provides a comprehensive 31-node framework for IT service management (ITSM) leaders to track departmental evolution and operational metrics. This Support Centre template covers the transition from legacy operations to modern service delivery models, specifically detailing the 'Previous State', 'Current State', and 'Future State' of help desk functions. It serves as a strategic Support Centre cheat sheet for managing team transitions, such as the 'NWOW Changes' (New Ways of Working) where P3 requests move to specialized squads. The structure allows managers to document specific personnel shifts, such as the onboarding of 'Daniel Wilson', and track billable hour targets like the 560-hour monthly goal for a 7FTE team. By mapping out utilization and call volumes, organizations can visualize their service desk maturity and plan for future rotations involving team members like Yann, Josh, and Nathan.

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When to use this template

IT Service Desk Managers and Operations Leads

Planning a departmental reorganization or transitioning to a new service delivery model

IT Directors and Resource Managers

Quarterly business reviews to report on team utilization and billable hour targets

Team Leads and Technical Mentors

Onboarding new staff members and planning their integration into technical squads

How to use this template

Step 1

Import the template file

Download and open the .xmind file in Xmind desktop or the web app to begin customizing your support overview.

Step 2

Document current workload metrics

Navigate to the 'Current State' and 'Utilisation' branches to input your team's specific billable hours and incident handling procedures.

Step 3

Map the future roadmap

Update the 'Future State' nodes with your specific target dates for team rotations and service desk milestones for the upcoming year.

Frequently asked questions

This template includes a structured timeline of service evolution, workload utilization trackers, and personnel transition plans. It specifically features branches for 'Previous State', 'Current State', and 'Future State', allowing you to document 'NWOW Changes' and specific team billable hour targets within a single visual workspace.

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