In the IT Support domain, Helpdesks frequently have to make preparations to provide support for a new tool, application, technology or product that is being rolled out to their end-users. Although these types of projects are typically small and non-complex, all Helpdesk projects require proper planning and need to follow a project framework, in order to maintain customer satisfaction and to ensure that any changes in the supported environment do not negatively impact on the service that the Helpdesk is providing. After all, one of the key aims of a Helpdesk in its day to day operations has to be ensuring customer satisfaction by consistently providing the service that is expected.
The Work Breakdown Structure (WBS) is a hierarchical decomposition of the project objectives into deliverable-oriented tasks that are executed by the project team to accomplish the overall project goals. The WBS forms the backbone of all the project planning activities. The WBS divides the scope of the project work into smaller, manageable work packages for maintaining better control of the project activities. As you move from the higher levels of the WBS to the lower levels, the definition of the project works gets more detailed with the upper levels representing the major phases of the project. It is imperative to remember that the WBS represents 100% of all the work defined in the project scope. Anything that is not included in the WBS is considered out of scope for the project.