SierraBased on real interviews
Review an IT helpdesk pilot plan
Catch the problems in a helpdesk pilot before its plan reaches the customer.
Unlock with Full AccessThe challenge
An account executive has promised a six-week agent pilot for an internal IT helpdesk. Kickoff is booked, and the proposed plan starts with incidents that span identity, device management and networking. Review what the plan assumes about delivery and how the customer will judge the result.
The customer is enthusiastic, but enthusiasm does not establish that the work can be completed or that the final demo will prove its value. Your review needs to explain what happens if the plan runs as written and what should change before it reaches the customer.
What you'll practise
Delivery risk
Identify assumptions and omissions that could derail the pilot.
Useful evidence
Check whether the plan can support a meaningful decision at the end.
Explain the issue, its consequence and the change you would make.