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Sep 29

Start ITIL® Implementation at the Service Desk

September 29th, 2013 by

Even though ITIL® can produce good results not only for IT but also for the entire organization, making the changes requires a big commitment. One great way to sell ITIL to skeptical co-workers is to start implementation at the Service Desk. This strategy works for a few different reasons:[...] Read More

Sep 27

What is An ITIL® Super User?

September 27th, 2013 by

Most companies don’t realize this, but there are some employees in their organizations who qualify as Super Users under the ITIL® framework. It is not the Service Desk that forms the first line of support in IT departments – it is the Super User. Their role is so important that they have a formal designation under ITIL. Any company – large, medium or small – must be able to identify these Super Users among their work force.[...] Read More

May 17

Service Desk

May 17th, 2013 by

The Service Desk provides a central point of contact for all the users within an organization.  A log is maintained here to record and manage all Incidents, Service Requests, and Access Requests that occur during service delivery. In addition, the Service Desk provides an interface for all the processes and activities within the Service Operation phase of the Service Lifecycle.[...] Read More

Nov 21

Examining Service Operation Functions: The Service Desk

November 21st, 2011 by

Service sign, Jersey City, New Jersey, USAThe Service Operation phase of the ITIL® Service Lifecycle ensures that customers and users are receiving services at the agreed upon levels.  Service Operation is also responsible for maintaining the applications, technology, and infrastructure that support service delivery.  To help Service Operation achieve its objectives, there are five processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management) and four main functions (the Service Desk, Technical Management, IT Operations Management and Application Management). All of these processes and functions come together to play an extremely pivotal role in Service Operation.[...] Read More

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Oct 11

The Service Desk: Satisfying Customer’s Needs

October 11th, 2011 by

You are importantThe Service Desk in any IT organization is the primary point of contact for customers and users for Service Requests and some Requests for Change as well as when there is a service disruption. The Service Desk ensures that users and customers are receiving the information they need and are kept fully informed about the progress of their Request(s).  The main objective of the Service Desk is to deal with Service Events and interact with the public through different modes of communication such as telephone calls, the internet or some other form of web interface, and automatically reported Service Events.[...] Read More

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Oct 4

Understanding Request Fulfillment

October 4th, 2011 by

Vector illustration of realistic neon gears with wires and textRequest Fulfillment is the Service Operation process that deals with carrying out Service Requests. Many of these Service Requests are smaller, frequently occurring, low-risk, low-cost Changes. Examples of such Service Requests include a Request to change a password, a Request to access an IT service, or a Request to install an additional software application.  Users and customers can submit Service Requests through the Service Desk.[...] Read More

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