Create an overview document of your organization.

Tasks:

Include the name and slogan for your organization.

Define who the customers of your service desk will be

Define what services you will provide

Roles and responsibilities of your service desk

Define in what ways will you deliver the service (face 2 face, chat, email, remote assistance)

Roles and responsibilities of your service desk

Availability

Service Level Agreement (SLA).

Rankings and priority of incidents

Expected Response time