Of the 26 ITIL v3 2011 processes, two have measurable returns on investment. The other 24 are very hard to sell to upper management because the value produced by those processes can be very hard to quantify in real-world dollars. Look at Change Management. Most organizations implement Change Management because they had some very disruptive …
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During most of my posts I take a shorthand method of talking about Incidents and equate them to a “Service Outage”, but truthfully, an Incident is defined more broadly than just when disruptions in Services are noticed by end users. So what conditions should be logged as Incidents? There are four conditions that should be the basis …
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Service Desk Professionals

April 15th, 2014 | Posted by Don Boylan in Favorite | Service Desk - (1 Comments)

Which of the following two descriptions for Service Desk employees is the most accurate?  Service Desk employees are: The first line of support for IT. Entry level IT staff. Young up-and-comers looking to get their start in IT. Incapable of solving complex technological issues. The lowest cost IT employees. — Or —  Service Desk employees …
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Q:   What traits to do you look for in a Service Desk technician? A:   The Service Desk is typically seen as the entrance into Corporate IT. It is staffed with some of the most junior personnel who have the least experience with corporate life, and even less experience with the functions of the …
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From the ITIL Community Forum Q: I presently I manage a service delivery department my responsibilities are break fix response, and call management of recent times the industry is demanding service desk deliverables at present the the call center/help desk does the following. Call Logging incident management SLA management They do not provide first-line support …
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From the ITIL Community Forum Q: What are the most important skills and personality traits of a good Service Desk Team Leader? A: I have been that person in several previous lives and was often asked that very question. My answer was always two-fold: 1) I have the temperament of an Air Traffic Controller in …
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From the ITIL Community Forum Q: Any thoughts on whether a Service Desk that focuses on business processes and application monitoring, (the business process status is based on predefined aggregation rules for subcomponents) should be segregated from an Operations Bridge monitoring at the component/exception level?  I am looking for possible economy of scale from a …
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