Requirements Analysis: Will a Help Desk/Call Center benefit your organization? If so, should you run the Help Desk/Call Center from your offices, with your staff, or should you outsource some of the services?

Procurement of Automatic Call Distribution (ACD) Telephone Systems: Is an ACD required? Which vendor should you acquire your system from? Will an RFP be required? If so, what key functional and technical specifications should you include in your procurement documentation?

Selection of Help Desk/Call Center Tracking Tools: Should you develop a Help Desk/Call Center tracking application or should you acquire an off-the-shelf application?

Staffing: How many people will you need to effectively run your Help Desk/Call Center? What skill sets should they have?

Marketing: How will you sell the Help Desk/Call Center idea to your clients?

Supporting Your Staff: How will you support the Help Desk/Call Center staff? What on-going training do you plan to provide to them? What rotation schedules should you maintain?

Communications: Are you maintaining regular communications with your clients? How will you maintain effective communications with other parts of your organization? How will you continually increase the knowledge of all team members?

Help Desk/Call Center Evaluation: Are your clients happy? How are you tracking your progress? Are you still using the right tools or should you migrate to a new application?

Your Client Base: Who will be calling the Help Desk/Call Center? What level of knowledge will they have?

Service Level Agreements: What percentage of calls do you intend to resolve at the Help Desk/Call Center?

Disaster Recovery/Contingency Planning: What happens if there is a fire, or if you lose power and you cannot access your Help Desk/Call Center ?