Implementing a service management software tool, getting the facts over time primarily will give you an excellent ITIL service desk implementation. Tracking and resolving incidents is one of the major goals of a service desk software solution. However, what you measure, the way you measure, the reports you create and how you interpret the results [...]
To effectively implement service management software and ITIL service desk, communication between IT and its customers is vital. Merely looking at the business / IT interfaces without going back through the components of the service chain (agreements with Suppliers and other departments that support the services) is not good practice. Today, as businesses evolve and [...]
ITIL is the accepted service management service framework for best practices for the provision of Information Technology services and is a basis for aligning business needs with IT.
ITIL was established by the UK government and is currently in its 3rd version. It places a framework around common sense practices, giving people guidelines on the areas [...]
One of the challenges in implementing ITIL in established organisations is that they already have processes and procedures in place for the business. A new company or division of a company however is in a position to determine the services required from IT, agree service levels with the business and then implement them.
Even though some [...]
A year ago there was a promotional mail from the Director, a forwarded one, sent by an ITIL service management training company, suggesting us to enrol for the ITIL service management training program. My first instinct was to simply ignore the idea of spending anything on this training. As the department head, I had several [...]
