Agile Product Owner
alirezarezvani/claude-skills
Writes INVEST-checked user stories with acceptance criteria, splits epics, plans sprints from velocity and ranks the backlog with a weighted score.
Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it.
Install Service Desk
$ npx skills add cbrock84/headcount --skill service-desk -a claude-codeProject install by default; add -g for ~/.claude/skills/.
$ gh skill install cbrock84/headcount service-desk --agent claude-codeProject scope by default; add --scope user for a personal install. Needs GitHub CLI 2.90.0 or later (public preview).
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .claude/skills && cp -r skills-src/plugins/it-operations/skills/service-desk .claude/skills/service-desk && rm -rf skills-srcUse ~/.claude/skills/ instead of .claude/skills for a personal install. The folder must contain SKILL.md.
Claude Code skills documentation · loads skills from .claude/skills/
Install the "service-desk" agent skill from https://github.com/cbrock84/headcount/tree/main/plugins/it-operations/skills/service-desk into .claude/skills/service-desk/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "service-desk", then confirm the skill loads.Claude Code copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$skill-installer install https://github.com/cbrock84/headcount/tree/main/plugins/it-operations/skills/service-deskType this inside Codex. $skill-installer <name> installs a curated skill from openai/skills. The installer writes to $CODEX_HOME/skills (default ~/.codex/skills). Restart Codex if the skill does not show up.
$ npx skills add cbrock84/headcount --skill service-desk -a codexProject install goes to .agents/skills/; add -g for ~/.codex/skills/.
$ gh skill install cbrock84/headcount service-desk --agent codexProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .agents/skills && cp -r skills-src/plugins/it-operations/skills/service-desk .agents/skills/service-desk && rm -rf skills-srcUse ~/.agents/skills/ instead of .agents/skills for a personal install.
Codex skills documentation · loads skills from .agents/skills/
Install the "service-desk" agent skill from https://github.com/cbrock84/headcount/tree/main/plugins/it-operations/skills/service-desk into .agents/skills/service-desk/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "service-desk", then confirm the skill loads.Codex copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ npx skills add cbrock84/headcount --skill service-desk -a cursorProject install goes to .agents/skills/; add -g for ~/.cursor/skills/.
$ gh skill install cbrock84/headcount service-desk --agent cursorProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .cursor/skills && cp -r skills-src/plugins/it-operations/skills/service-desk .cursor/skills/service-desk && rm -rf skills-srcUse ~/.cursor/skills/ instead of .cursor/skills for a personal install.
Cursor skills documentation · loads skills from .cursor/skills/, .agents/skills/, .claude/skills/, .codex/skills/
Install the "service-desk" agent skill from https://github.com/cbrock84/headcount/tree/main/plugins/it-operations/skills/service-desk into .cursor/skills/service-desk/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "service-desk", then confirm the skill loads.Cursor copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ gemini skills install https://github.com/cbrock84/headcount.git --path plugins/it-operations/skills/service-desk--scope user (default) or --scope workspace; --path is the subfolder of the repo that holds the skill; --consent skips the security confirmation prompt.
$ npx skills add cbrock84/headcount --skill service-desk -a gemini-cliProject install goes to .agents/skills/; add -g for ~/.gemini/skills/.
$ gh skill install cbrock84/headcount service-desk --agent gemini-cliProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .gemini/skills && cp -r skills-src/plugins/it-operations/skills/service-desk .gemini/skills/service-desk && rm -rf skills-srcUse ~/.gemini/skills/ instead of .gemini/skills for a personal install, then run /skills reload.
Gemini CLI skills documentation · loads skills from .gemini/skills/, .agents/skills/
Install the "service-desk" agent skill from https://github.com/cbrock84/headcount/tree/main/plugins/it-operations/skills/service-desk into .gemini/skills/service-desk/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "service-desk", then confirm the skill loads.Gemini CLI copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ gh skill install cbrock84/headcount service-deskInstalls for Copilot at project scope by default; add --scope user for a personal install. Preview a skill first with gh skill preview. Needs GitHub CLI 2.90.0 or later (public preview).
$ npx skills add cbrock84/headcount --skill service-desk -a github-copilotProject install goes to .agents/skills/; add -g for ~/.copilot/skills/.
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .github/skills && cp -r skills-src/plugins/it-operations/skills/service-desk .github/skills/service-desk && rm -rf skills-srcUse ~/.copilot/skills/ instead of .github/skills for a personal install. Commit .github/skills so cloud agent and code review can use it.
GitHub Copilot skills documentation · loads skills from .github/skills/, .claude/skills/, .agents/skills/
Install the "service-desk" agent skill from https://github.com/cbrock84/headcount/tree/main/plugins/it-operations/skills/service-desk into .github/skills/service-desk/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "service-desk", then confirm the skill loads.GitHub Copilot copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
$ npx skills add cbrock84/headcount --skill service-desk -a opencodeOpenCode documents no install command of its own. Project install goes to .agents/skills/; add -g for ~/.config/opencode/skills/.
$ gh skill install cbrock84/headcount service-desk --agent opencodeProject scope by default (.agents/skills/); add --scope user for a personal install.
$ git clone --depth 1 https://github.com/cbrock84/headcount.git skills-src && mkdir -p .opencode/skills && cp -r skills-src/plugins/it-operations/skills/service-desk .opencode/skills/service-desk && rm -rf skills-srcUse ~/.config/opencode/skills/ instead of .opencode/skills for a personal install.
OpenCode skills documentation · loads skills from .opencode/skills/, .claude/skills/, .agents/skills/
Install the "service-desk" agent skill from https://github.com/cbrock84/headcount/tree/main/plugins/it-operations/skills/service-desk into .opencode/skills/service-desk/ in this project. Copy the whole folder (SKILL.md and every file beside it), keep the folder name "service-desk", then confirm the skill loads.OpenCode copies the folder itself, the same result as the manual copy. Check what it changed before you commit it.
Facts
- Skill name
service-desk- GitHub stars
- 2k
- Token cost
- ~1.3k tokens
- SKILL.md length
- 768 words
- Files
- 1
- Skills in repo
- 178
- Repo updated
- First seen
- Licence
- MIT
At a glance
Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it.
- Tasks that involve Prioritization frameworks
- SKILL.md covers Intake determines everything…, Priority is impact against…, Measure service, not activity and Eliminate demand rather than…, plus 3 more sections
- Instructions only: no scripts, shell commands, URLs or credentials in SKILL.md
- Tasks that involve Knowledge bases
What it does
Service Desk is an agent skill from cbrock84/headcount. Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it. Use this to set up or fix a service desk, design ticket priority and escalation, reduce repeat contacts, structure a knowledge base, or work out why a desk hitting its targets still frustrates everyone.
Its SKILL.md is about 1.3k tokens, which your agent loads only when the skill is triggered. It is a single SKILL.md file with no bundled scripts.
It sits in Product & Project Management, covering Prioritization frameworks and Knowledge bases. The repository describes itself as: An agent organization structured as a company — 15+ departments, 125+ skills, each independently installable, citing the standards and regulators that settle the question. Runs… The licence is MIT.
When your agent uses it
- Tasks that involve Prioritization frameworks
- Tasks that involve Knowledge bases
Example prompts
- “/service-desk”
What it can do on your machine
Read from SKILL.md and the folder at commit 98d1c17. It shows what the files ask for, not the result of running them.
Tool permissions
Pre-approves nothing: there is no allowed-tools line, so your agent's usual permission prompts apply.
From allowed-tools in the SKILL.md frontmatter.
Runs code
No scripts in the folder and no shell commands in SKILL.md.
From the folder's file list and the shell code blocks in SKILL.md.
Network
No URLs in SKILL.md.
From URLs in SKILL.md, links to its own repository left out.
Credentials
Names no API keys, tokens, secrets or passwords.
From names ending in _API_KEY, _TOKEN, _SECRET, _KEY or _PASSWORD in SKILL.md.
Context cost
Service Desk loads about 1.3k tokens when it runs. Until then it costs about 90 tokens; SKILL.md has 768 words of instructions outside code blocks.
Estimates: characters ÷ 4, the usual rule of thumb; real counts depend on the model's tokenizer. Scripts and assets cost tokens only if the agent reads them.
Safety
Auto-check passed
The automated check found no risky patterns in SKILL.md.
Automated static check — not a guarantee. Review scripts before installing. It scans the text of SKILL.md for risky patterns (piping downloads into a shell, reading credential files, hidden Unicode, destructive commands); files beside SKILL.md are not scanned.
SKILL.md
The full file from cbrock84/headcount at commit 98d1c17, republished under its MIT licence (© cbrock84). 768 words, ~1,330 tokens.
Download SKILL.mdSave it as
.claude/skills/service-desk/SKILL.md (or your agent's skills folder).- name
- service-desk
- description
- Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it. Use this to set up or fix a service desk, design ticket priority and escalation, reduce repeat contacts, structure a knowledge base, or work out why a desk hitting its targets still frustrates everyone.
Service desk
The service desk is where the whole IT organization is judged, usually by people having a bad day. Most of what makes it good is intake discipline and honest measurement.
Intake determines everything downstream
Capture enough at first contact to route correctly and act without a second exchange: who, what they were doing, what happened, what they expected, and how blocked they are.
Give the requester a single channel that works. Multiple half-supported channels — a queue, a chat, a shoulder tap, a manager's direct message — mean the loudest request wins rather than the most urgent, and the desk's workload becomes unmeasurable because most of it is invisible.
Priority is impact against urgency
Priority is not a feeling. Define it on two axes — how many people are affected and how blocked they are — and publish the matrix so it can be applied consistently rather than argued each time.
Keep incidents (something broken) separate from requests (something wanted). They have different clocks, different queues, and different success conditions, and merging them lets routine requests bury outages.
Escalation should be time-based and automatic. Relying on someone to notice a ticket aging means the tickets that age are the ones nobody is watching.
Measure service, not activity
Tickets closed measures activity, and optimizing it produces premature closure and reopened tickets. Better:
- First-contact resolution — resolved without a handoff.
- Time to resolution at the percentile users feel, not the mean.
- Reopen rate — the direct check on premature closure.
- Repeat contacts for the same underlying cause — the number that points at problems worth eliminating.
Never target an individual on volume. It reliably produces cherry-picking of easy tickets and quiet avoidance of hard ones.
Eliminate demand rather than absorbing it
A desk that handles the same failure two hundred times has done two hundred units of work and solved nothing. Cluster tickets by underlying cause and feed the top few into permanent fixes — a configuration change, a fix at source, or self-service that genuinely resolves.
Knowledge articles should be written for the person with the problem, not the person who fixed it: the symptom as experienced, then the steps. An article filed under the internal cause is not findable by anyone who does not already know the answer.
Show full SKILL.md (396 more words)Show less
Tiers are a design decision, not a headcount ladder
Most desks describe themselves in tiers without having decided what defines one. The useful definition is not seniority — it is what a tier is permitted to resolve without escalating. Tier 1 owns the known and the documented. Tier 2 owns diagnosis: problems with no article yet. Tier 3 owns the systems themselves, and is the same people who build them.
Two failure modes, and they look opposite while sharing a cause:
- Tiers drawn too high. Tier 1 escalates anything unfamiliar, so it becomes a routing desk and the expensive people handle password resets. The tell is a high escalation rate on tickets that close with a documented fix.
- Tiers drawn too low. Tier 1 is expected to resolve things it has no access or training for, so it improvises, and the improvisations become the estate's undocumented configuration. The tell is repeat contacts on the same asset and fixes nobody can explain later.
Draw the boundary at access, not difficulty. A tier that cannot be granted the permission to fix a
class of problem should not be the tier that owns it, and granting the permission anyway to avoid
an escalation is how the least-experienced people end up with the most rights — see
it-operations:identity-lifecycle-administration.
Write the escalation criteria down as conditions rather than judgment: elapsed time, blast radius, or a named system. "Escalate when you are stuck" produces wildly different behavior between two people on the same shift, and the quieter one escalates later.
Each tier needs its own definition of done. Tier 1 closing a ticket by handing it upward has not resolved anything, and counting that as a resolution is how a desk reports success while the backlog grows one layer up.
Tooling
ITSM platforms: Jira Service Management, Freshservice, ServiceNow, Ivanti Neurons, SolarWinds Service Desk, and similar. ServiceNow is a program rather than a purchase — do not take it on without the people to run it.
Remote support: TeamViewer, ScreenConnect, Splashtop, and similar.
Whatever the platform, a ticket has to carry the asset, the person, and a resolution category, or the reporting built on it is fiction.
Never
- Run parallel unofficial intake channels and treat the ticket queue as the workload.
- Merge incidents and requests into one queue.
- Target individuals on ticket volume.
- Close a recurring issue repeatedly without escalating it as a problem to eliminate.
© cbrock84, MIT. Rendered from Markdown: HTML in the file is shown as text, images as links, and headings moved down two levels. Raw file
Files
Just SKILL.md in plugins/it-operations/skills/service-desk of cbrock84/headcount.
Open the folder on GitHubat commit 98d1c17
Compare with similar skills
Service Desk next to the 5 skills that share the most tags, products or categories with it. Stars are the repository's; “used in” counts other GitHub owners with a copy.
| Skill | Stars | Used in | Tokens | Auto-check | Licence | Repo updated |
|---|---|---|---|---|---|---|
| Service Desk this skillcbrock84/headcount | 2k | — | ~1.3k | Automated safety check: Pass | MIT | |
| Agile Product Owneralirezarezvani/claude-skills | 28k | 3 repos | ~3.2k | Automated safety check: Pass | MIT | |
| Prioritization Framework Advisordeanpeters/Product-Manager-Skills | 7.2k | 2 repos | ~4.2k | Automated safety check: Pass | Custom licence | |
| Strategic Roadmap Planningdeanpeters/Product-Manager-Skills | 7.2k | 2 repos | ~4.7k | Automated safety check: Pass | Custom licence | |
| Idea Validatoraakashg/pm-claude-skills | 112 | — | ~2.3k | Automated safety check: Pass | MIT | |
| Triagejoa23/linear-cli | 144 | — | ~699 | Automated safety check: Pass | MIT |
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Related
Questions about Service Desk
What does Service Desk do?
Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it. Service Desk is an agent skill from cbrock84/headcount. Runs the IT service desk — intake, triage, prioritization, escalation, knowledge, and the metrics that improve service rather than distort it.
When should I use Service Desk?
Service Desk fits situations like: tasks that involve Prioritization frameworks; tasks that involve Knowledge bases.
How do I install Service Desk in Claude Code?
Run `npx skills add cbrock84/headcount --skill service-desk -a claude-code`. Or copy the skill folder (plugins/it-operations/skills/service-desk in cbrock84/headcount) into .claude/skills/service-desk in your project. Claude Code loads it when a task matches its description.
How do I install Service Desk in Codex?
Run `npx skills add cbrock84/headcount --skill service-desk -a codex`. Or copy the skill folder (plugins/it-operations/skills/service-desk in cbrock84/headcount) into .agents/skills/service-desk in your project. Codex loads it when a task matches its description.
Can I use Service Desk in Cursor, Gemini CLI or GitHub Copilot?
Cursor, Gemini CLI, GitHub Copilot and OpenCode also load SKILL.md folders. With the skills CLI, run `npx skills add cbrock84/headcount --skill service-desk -a cursor` (or -a gemini-cli, github-copilot or opencode for the others). To copy it by hand, put the folder in .cursor/skills/service-desk, .gemini/skills/service-desk, .github/skills/service-desk and .opencode/skills/service-desk in your project.
What does Service Desk need to run?
SKILL.md names no scripts, command-line tools or credentials: Service Desk is instructions for the agent only.
Does Service Desk access the network?
SKILL.md contains no URLs. Any network use would come from the scripts or tools the agent runs. This is read from the text; nothing was executed.
Is Service Desk safe to install?
Our automated static check of SKILL.md found no risky patterns, such as piping downloads into a shell, reading credential files or hidden Unicode. It is not a guarantee. Review the folder before installing.
What licence does Service Desk use?
Service Desk is published under the MIT licence (the repository's licence). It allows redistribution, so the full SKILL.md is shown on this page.
How many tokens does Service Desk use?
About 1.3k tokens (SKILL.md is roughly 5.3k characters). Agents keep only the skill's name and description in context until a task matches; then they load SKILL.md in full.
What are the alternatives to Service Desk?
Skills that share tags, products or a category with Service Desk: Agile Product Owner (alirezarezvani/claude-skills, 28k stars), Prioritization Framework Advisor (deanpeters/Product-Manager-Skills, 7.2k stars), Strategic Roadmap Planning (deanpeters/Product-Manager-Skills, 7.2k stars) and Idea Validator (aakashg/pm-claude-skills, 112 stars). The comparison table on this page puts their stars, adoption, token cost, safety result and licence side by side.
Who maintains Service Desk?
cbrock84 (a GitHub user) maintains it in cbrock84/headcount, which has 2,022 GitHub stars. The repository holds 178 skills in this directory. The repository was last updated on September 17, 2026.
Source: cbrock84/headcount on GitHub. Facts on this page come from the repository at the commit we read; the author's words are quoted as theirs.