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Processes

IT service Management helps the IT organisation to manage the service delivery by organising the IT activities into end-to-end processes. These processes cross the functional areas within the IT group and improve the efficiency.   A process is a series of activities carried out to convert an input into an output. We can associate the input and output…

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InputandOutput

The inputs of the Incident Management process are: –          Incident details sourced from (for example) Service Desk, networks or computer operations. –          Configuration details from the Configuration Management Database (CMDB) –          Response from Incident matching against Problems and Known Errors. –          Resolution details –          Response on RFC to effect resolution for Incident(s).   The outputs of the Incident Management process…

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ITIL

The IT Infrastructure Library is a set of books with good practice processes on how to manage IT service delivery. The library consists of the following books and CD-ROMs: –          Service Delivery –          Service Support –          Security Management –          The Business Perspective –          Applications Management –          ICT Infrastructure Management –          Planning to implement Service Management   The Service Support, Service Delivery and…

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HowtosetupTheHelpDesk

1. First establish that the business need is clearly identified and understood 2. Make sure management commitment, budget and resource is made available before commencement 3. Ensure the proposed solution aligns with your Service Support strategy and vision 4. Identify, achieve and communicate quick wins (e.g. keeping customers informed, improved installation times) 5. Define clear…

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HelpDeskConceptsandDefinitions

Incident: An incident is defined as “any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service”.   An incident influences the service delivery, although it can be small and in some cases even transparent…