IT Service Management

Ticket Classification Benefits

Help Desk Structure The Top 10 Questions with Solutions!

August 28, 2016 Wayne 0

There are many factors to consider when you design your Help Desk structure. These Help Desk organizational structure factors include contact channels, hours of operation, language, customer base location, security, and many other items. These are the core foundation Help Desk structure decisions you make to build your policies and processes on. Help Desk a Single Point of Contact Question 1 – Is your Help Desk a Single Point of Contact where all issues and […]

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What is ITIL? IT Service Management Support for Business Value

November 29, 2012 Wayne 0

What is ITIL? In the 1980’s, Information Technology Infrastructure Library (ITIL) version 1 was developed by the UK Government for better IT Service Management, control and performance. What is ITIL? ITIL v1 was IT process focused. In the year 2000, ITIL v2 was introduce to a growing base of users. ITIL v2 was a consolidated focus of ITIL v1. The main books were the Service Support and Service Design books. In 2005, ITIL v3 was […]