SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN
|
|
- Marlene Blake
- 8 years ago
- Views:
Transcription
1 SETTING UP AN ITIL SERVICE DESK BRETTA SLAGLE DOUG AUSTIN
2 AGENDA Introduction Issues with previous processes Why ITIL? What is a Service Desk? Implementing a Service Desk Challenges Critical Success Factors What have we gotten out of this?
3 INTRODUCTION TO SSD SSD provides Special Education and Career/Technical Education to St. Louis County Serves approximately 23,000 students and employs 5,200 full time staff members SSD operates 5 Special Education Schools, 2 Technical High Schools, and 6 support operations buildings. Staff members are also assigned to approximately 265 buildings in 22 St. Louis County school districts
4 ISSUES Lack of consistency in providing support No single point of contact for technical support Duplication of effort/responsibilities Inefficient work processes Issues weren t resolved in timely fashion Lack of visibility into resolution of work orders
5 WHY ITIL? Defines roles based on processes and desired outcomes Clearly defined operational processes, e.g. incident and problem management Focus on customer satisfaction and delivered value Comparative measures based on industry standards and best practices
6 WHAT IS A SERVICE DESK? The ITIL approach considers the Service Desk to be the single point of contact between service providers and users/customers on a day-to-day basis. It is also a focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making service requests (routine requests for services).
7 IMPLEMENTATION Tiered level approach Communication User Reporting options Staffing levels Service Desk staff training Service Desk roles
8 SERVICE DESK ROLES AND TIERED APPROACH
9 COMMUNICATION PLAN District-wide information on our district internal website Plan communicated to upper management in meetings to staff providing contact information and hours Service Desk business card to pass out and attach to repair device Repeat details on correspondence from Tech Support staff
10 USER SUPPORT OPTIONS Call Voic which auto creates a ticket Walk-in Web portal to create a ticket
11 STAFFING LEVEL CONSIDERATIONS Customer satisfaction expectations Business requirements, e.g., budget Level of self-help tools available Number of customers to support Numbers and types of devices to support
12 SERVICE DESK STAFF TRAINING Interpersonal skills Business awareness including knowledge of the organization and site visits Shadow more experienced techs Service awareness including service level agreements Technical training Support tools and techniques Training on new systems Processes and procedures
13 SERVICE DESK TECH RESPONSIBILITIES Log all relevant incident and service request, including categorizing and prioritizing Provide first line investigation and diagnosis Resolve incident and service request on first contact whenever possible Escalating incident and service request when they can not resolve Closes all resolved incident and request tickets Conducting customer satisfaction follow-up Communicate with users to informed and notify of pending changes and outages Update configuration knowledge management
14 CHALLENGES Staff buy-in Tickets and documentation Perception of complexity and additional workload Workflows need to be constantly evaluated and improved Measurements and SLAs are perceived as punitive ITIL needs to apply to entire lifecycle not just support Length of implementation
15 CRITICAL SUCCESS FACTORS Upper Management support Business support Champions to share successes Staffing Trained, skilled and experienced staff Suitable tools Ticketing system, inventory system, remote support, managed installations Measurement and reporting tools to measure results
16 WHAT HAVE WE GOTTEN OUT OF THIS? Improved customer satisfaction 98% of teachers in SSD Buildings and 97% of teachers in Partner District Buildings agree Tech Services staff provide friendly customer service 93% of teachers in SSD buildings and 86% of teachers in partner district buildings agree I am satisfied with the service provided by Tech Services Continuous improvement to processes and workflows which result in Decrease in Mean Time to Close work orders 22% first call resolution rate by Service Desk Techs Actionable Data and Measures which result in improve data across the board Justification for staffing levels ROI on technology support tools and training investments
17 NEXT STEPS Continue ITIL Service Operations implementation Begin ITIL Service Transition planning and implementation Work on Continual Service Improvement processes
ITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
More information1. INCIDENT MANAGEMENT
1. INCIDENT MANAGEMENT Topic/Question 1.1 Incident Identification Can incident records be created manually? 1.2 Unique Reference Does the tool automatically allocate a unique reference to newly created
More informationTerms of Use - The Official ITIL Accreditor Sample Examination Papers
ITIL Sample Papers Terms of Use - The Official ITIL Accreditor Sample Examination Papers Please note that by downloading and/or using this document, you have agreed accepted to comply with the terms of
More informationFlorida Courts efiling Authority. User Forum Policy. Page 1 of 11 DRAFT
Florida Courts efiling Authority User Forum Policy Page 1 of 11 DRAFT Introduction In conjunction with the Chief Justice and the Supreme Court, the Florida Courts E-Filing Authority was established in
More informationThe SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
More informationFLORIDA COURTS E-FILING AUTHORITY HELP DESK POLICIES & PROCEDURES
FLORIDA COURTS E-FILING AUTHORITY HELP DESK POLICIES & PROCEDURES Introduction The Florida Courts E-Filing Authority ( Authority ) was created and established in order to: (1) design, develop, implement,
More informationWhich statement about Emergency Change Advisory Board (ECAB) is CORRECT?
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
More informationMendix ExpertDesk, Change and Incident Management. Customer Support
Mendix ExpertDesk, Change and Incident Management Customer Support Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: https://mxforum.mendix.com
More informationIntroduction to ITIL: A Framework for IT Service Management
Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C
More informationInformation Technology Infrastructure Library (ITIL )
Information Technology Infrastructure Library (ITIL ) A Case Study on Incident Management February 8, 2006 Tim Shepich Principal, IT Management Consulting, Nouri Associates Inc. itsmf USA San Diego Local
More informationNovo Service Desk Software
Product Data Sheet The Novo Service Desk has helped streamline processes, reduce costs, provide better metrics, and run a more efficient help desk Lender Processing Services Novo Service Desk Software
More informationHow To Use The Pace Help Desk
ITS HELP DESK SUPPORT Pace University and ITS Help Desk Summary This document covers the help desk support services offered from the ITS Help Desk for Pace University members. User Services ITS Help Desk
More informationCreating Service Desk Metrics
Creating Service Desk Metrics Table of Contents 1 ITIL, PINK ELEPHANT AND ZENDESK... 3 2 IMPORTANCE OF MONITORING, MEASURING AND REPORTING... 3 2.1 BALANCED MANAGEMENT INFORMATION CATEGORIES... 3 2.2 CSFS,
More informationITIL: Foundation (Revision 1.6) Course Overview. Course Outline
ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library
More informationITIL v3 (Lecture III) Service Management as a Practice IT Operation
ITIL v3 (Lecture III) as a Practice IT Operation 1 Processes and Functions Application mgmt IT Operation mgmt Technical mgmt Functions Service Desk Availability mgmt Knowledge mgmt Service cont mgmt Evaluation
More informationINCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES. Process Owner: Service Desk Manager. Version: v2.0. November 2014 Page 0
INCIDENT MANAGEMENT & REQUEST FULFILLMENT PROCESSES Process Owner: Service Desk Manager Version: v2.0 November 2014 Page 0 Document Revision History Revision Description Date Approved by Number V1.0 Initial
More informationTechExcel. ITIL Process Guide. Sample Project for Incident Management, Change Management, and Problem Management. Certified
TechExcel ITIL Process Guide Sample Project for Incident Management, Management, and Problem Management. Certified Incident Management Red Arrows indicate that the transition is done automatically using
More informationCisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service
Cisco TelePresence Select Operate and Cisco TelePresence Remote Assistance Service Cisco TelePresence Select Operate allows customers to make full use of the benefits of the Cisco TelePresence solution,
More informationGuide. BMC Analytics for Business Service Management User. Supporting. BMC Analytics version 7.6.05 for Business Service Management. www.bmc.
BMC Analytics for Business Service Management User Guide Supporting BMC Analytics version 7.6.05 for Business Service Management January 2012 www.bmc.com Supplier Performance Percentage RMA The Percentage
More informationITSM Roles. 1.0 Overview
ITSM Roles 1.0 Overview The IT Management lifecycle involves a large number of roles, some of which are limited in scope to one specific, others of which have responsibilities in several different es.
More informationKentucky IT Infrastructure Library (ITIL) Program
2006 NASCIO Recognition Awards Nomination Category: Enterprise IT Management Initiatives Kentucky IT Infrastructure Library (ITIL) Program Commonwealth Office of Technology. KentuckyUnbridledSpirit.com
More informationJOB AND TASK DESCRIPTION
JOB AND TASK DESCRIPTION Job Title: IT Support Specialist (2 nd Line, Reporting and Monitoring) Division: Corporate Services Division Grade: J Reports To: IT Infrastructure and Operations Manager General
More informationEXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
More informationITIL 101 Panel Discussion
ITIL 101 Panel Discussion Robert R. Cumberland, Certified ITIL Support & Restore Practitioner Services Support Manager Purdue University 302 Wood St. W. Lafayette, IN 47907-2108 (765) 496 8280 robc@purdue.edu
More informationExhibit E - Support & Service Definitions. v1.11 / 2015-07-03
Exhibit E - Support & Service Definitions v1.11 / 2015-07-03 Introduction - Support Services Table of Contents 1 Introduction... 4 2 General Definitions... 5 2.1 Support Services... 5 2.2 2.3 License or
More informationITIL Foundation for IT Service Management 2011 Edition
ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationCHG-11-G-001 Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 N/A. Edition workflows and process integrations?
Purpose: [C]ontrol the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to IT services. (ST 4.2.1) Activities include: Assessing the impact of business change on
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 4.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationITIL A guide to incident management
ITIL A guide to incident management What is incident management? Incident management is a defined process for logging, recording and resolving incidents The aim of incident management is to restore the
More information[name of project] Service Level Agreement
[name of project] Service Level Agreement Policies and Procedures Posting: Nov.2008 Rev# xxx CIO Sign-Off: Approved and Reviewed By: Date: Document ID: SLA Revision 001 Authors: Disclaimer: Document sign-off
More informationThe ITIL Foundation Examination Sample Paper A, version 5.1
The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes
More informationITIL: Service Operation
ITIL: Service Operation Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom s Taxonomy What do you Expect? Housekeeping
More information02 General Information. 03 Features. 06 Benefits.
invgate 02 General Information. 03 Features. 06 Benefits. Index. 02 General Information. Improve your IT department Managing Service Support just got easier Despite growing connectivity, data accessibility
More informationTaking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER
Taking the Service Desk to the Next Level BEST PRACTICES WHITE PAPER Table of Contents Executive Summary...1 The Service Desk Evolves...2 What s Next?...2 Enabling Innovations...3 > Configuration Management
More informationENTERPRISE SERVICE DESK (ESD) SERVICE DELIVERY GUIDE
National Aeronautics and Space Administration NASA Shared Services Center Stennis Space Center, MS 39529-6000 www.nssc.nasa.gov Enterprise Service Desk Service Delivery Guide NSSDG-2410-0001 Basic Version
More informationYale University Incident Management Process Guide
Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document
More informationRemote Support: Key Metrics to drive Improvement in your Center
Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?
More informationAssigning Severity Codes
Technical Support Service Number:SDT-051111 Version number: 2.0 Effective Date: 2 nd Jan 2010 Assigning Severity Codes The impact of a problem is a composite of many factors: the number of clients affected,
More informationSapphireIMS Service Desk Feature Specification
SapphireIMS Service Desk Feature Specification All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission of Tecknodreams
More informationSupporting GIS Best practices for Incident Management and Daily Operations
Supporting GIS Best practices for Incident Management and Daily Operations Shaun Collins, Project Manager Venkat Nittala, Operations Lead Agenda Introduction & History of GIS at PG&E PG&E GIS Environment
More informationApplying ITIL v3 Best Practices
white paper Applying ITIL v3 Best Practices to improve IT processes Rocket bluezone.rocketsoftware.com Applying ITIL v. 3 Best Practices to Improve IT Processes A White Paper by Rocket Software Version
More informationIntroduction... 4. Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4
Remedy Incident Management Version 3.0 Modified: 08/20/2015 TABLE OF CONTENTS Introduction... 4 Purpose... 4 Scope... 4 Manitoba ehealth Incident Management... 4 Icons... 4 Incident Stages Overview...
More informationMICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP #2402-12 ADDENDUM #1. May 23, 2012
MICROSOFT SYSTEM CENTER SERVICE MANAGER CONSULTING SERVICES RFP #2402-12 ADDENDUM #1 May 23, 2012 For the Request for Proposal listed above, the following are changes, clarifications and/or questions and
More informationDer Weg, wie die Verantwortung getragen werden kann!
Managed Security Services Der Weg, wie die Verantwortung getragen werden kann! Christoph Altherr System Engineer Security 2008 Cisco Systems, Inc. All rights reserved. Cisco Public 1 Agenda Enterprise
More informationUmoja Realisation Workshop Cluster 3
Umoja Realisation Workshop Cluster 3 Nairobi, 24-28 February 2014 5.5.2 PRODUCTION APPLICATION SUPPORT Umoja End User Support Approach Umoja team will provide integral support to the end user community
More informationSupport Request Submission and workflow process. Ken Johnson Senior Director, Technology Services
Support Request Submission and workflow process Ken Johnson Senior Director, Technology Services November 9, 2015 Support request submission and workflow process Entry Points for Agent Queue: Case management
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal
More informationIT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager
IT Service Management by SAP Africa (ITSM) Dirk Smit ALM Engagement Manager Optimize IT Operations Process Support Business Goals CIO CEO/CFO Reliable Business Support Changes to improve IT services are
More informationMSP Service Matrix. Servers
Servers MSP Service Matrix Microsoft Windows O/S Patching - Patches automatically updated on a regular basis to the customer's servers and desktops. MS Baseline Analyzer and MS WSUS Server used Server
More informationSupport and Service Management Service Description
Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications
More informationHP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Processes and Best Practices Guide (Codeless Mode)
HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Processes and Best Practices Guide (Codeless Mode) Document Release Date: December, 2014 Software Release
More informationCA Service Desk Manager
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
More informationEmpowering the Enterprise Through Unified Communications & Managed Services Solutions
Continuant Managed Services Empowering the Enterprise Through Unified Communications & Managed Services Solutions Making the transition from a legacy system to a Unified Communications environment can
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July
More informationIT-P-001 IT Helpdesk IT HELPDESK POLICY & PROCEDURE IT-P-001
IT HELPDESK POLICY & PROCEDURE IT-P-001 Date:25 September, 2013 Amemberof, LAUREATE I'.;TlRNAT'Oi'lAl. UWII[RSITIB Stamford International University Policy Policy Statement This Policy has been written
More informationExcelsior Springs School District Technology Department Service Level Agreement
Excelsior Springs School District Technology Department Service Level Agreement Updated 10/4/2013 The Excelsior Springs School District (ESSD) Technology Department is committed to providing quality customer
More informationSheridan/Gillette College IT Help Desk Service Level Agreement
Sheridan/Gillette College IT Help Desk Service Level Agreement Information Technology Help Desk The IT Help Desk is the single point of contact for all computer, telephone, networking, video conference
More informationOngoing Help Desk Management Plan
Ongoing Help Desk Management Plan HELP DESK IMPLEMENTATION /MANAGEMENT The Vendor shall provide in its Response to DIR a Help Desk Implementation Plan which shall include, but not be limited to: a. Customer
More informationClosed Loop Incident Process
Closed Loop Incident Process From fault detection to closure Andreas Gutzwiller Presales Consultant, Hewlett-Packard (Schweiz) HP Software and Solutions 2010 Hewlett-Packard Development Company, L.P. The
More informationITIL Roles Descriptions
ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test
More informationService Level Agreement and Management By: Harris Kern s Enterprise Computing Institute
Service Level Agreement and Management By: Harris Kern s Enterprise Computing Institute Service Level Management Service Level Management deals with how user service requirements are understood and managed.
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationHP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.
HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013
More informationCOUNTY OF ORANGE, CA Schedule 2D Service Desk Services SOW SCHEDULE 2D SERVICE DESK SERVICES SOW. for. Date TBD
SCHEDULE 2D SERVICE DESK SERVICES SOW for COUNTY OF ORANGE, CA Date TBD Schedule 2D Service Desk Services SOW Table of Contents 1.0 Service Desk Services Overview and Service Objectives... 1 1.1 Service
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationChoosing IT Service Management Software
Choosing IT Service Management Software What to look for in an IT Service Management solution Monitor 24-7 Inc. www.monitor24-7.com sales@monitor24-7.com 1 416 410 2716 1 866 364 2757 Introduction Service
More informationGoucher College Help Desk Service Level Agreement
Goucher College Help Desk Service Level Agreement Information Technology Help Desk The Help Desk is the single point of contact for all computer, telephone, voice mail, cable television questions, problems,
More informationGOALS/ACCOMPLISHMENTS
Information Technology Services ITS SERVICE DESK ITS SERVICE DESK GOALS/ACCOMPLISHMENTS FY 2012-2013 SUBMITTED BY: SUZANNE KANE ASSISTANT DIRECTOR, ITS SERVICE DESK OVERVIEW: ITS SERVICE DESK GOALS & OBJECTIVES
More informationROUTES TO VALUE. Business Service Management: How fast can you get there?
ROUTES TO VALUE Business Service : How fast can you get there? BMC Software helps you achieve business value quickly Each Route to Value offers a straightforward entry point to BSM; a way to quickly synchronize
More informationITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0
ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key
More informationHOW TO MANAGE SERVICE REQUESTS USING FOOTPRINTS TICKETS
HOW TO MANAGE SERVICE REQUESTS USING FOOTPRINTS TICKETS How to Manage Service Requests Using Footprints Tickets... 1 Introduction... 3 Planning to use Footprints... 3 Services... 3 Agents... 3 Teams...
More informationSector-leading support and in-depth expert knowledge
servicedesk on demand Comprehensive, expertly-managed support services from Axonex that provide flexible and reliable solutions tailored to meet any of your IT infrastructure requirements or challenges.
More informationInfasme Support. Incident Management Process. [Version 1.0]
Infasme Support Incident Management Process [Version 1.0] Table of Contents About this document... 1 Who should use this document?... 1 Summary of changes... 1 Chapter 1. Incident Process... 3 1.1. Primary
More informationA Guide to SupportDesk ITSM
A Guide to SupportDesk ITSM 1 Introduction Terminology: All SupportDesk systems are built around the same default terminology. In SupportDesk ITSM, the Customer and Inventory fields have been renamed as
More informationpavassure Resolve Service desk Onsite diagnosis and recovery Enhanced hours support Monitor Event monitoring & alerting Reporting Services
Factsheet : pavassure pavassure has been designed to deliver your business and IT team complementary technical experience, service and support offerings to assist you in the delivery and of your IT service
More informationSERVICE DESK MANAGEMENT
SERVICE DESK MANAGEMENT Bringing your customers closer to you Managed Services are the key behind Bell Techlogix 8888 Keystone Crossing Indianapolis, IN 46240 1-866-782-2355 1-317-704-6000 www.belltechlogix.com
More informationService Catalogue. 0984v1
0984v1 Service Catalogue Table of Contents Service Desk...3 Desktop Services...4 Wintel Services...5 Enterprise Services...6 Network Services...7 IMAC s (Install, Move, Addition and Change Services)...8
More informationSapphireIMS 4.0 Service Desk Feature Specification
SapphireIMS 4.0 Service Desk Feature Specification v1.4 All rights reserved. COPYRIGHT NOTICE AND DISCLAIMER No parts of this document may be reproduced in any form without the express written permission
More informationGCI Channel Client Support Plan
GCI Channel Client Support Plan 1 Quick Contact Reference: We want to make contacting GCI as easy as possible for our customers therefore you may get your message across via a-few different platforms:
More informationProblem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies
Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management
More informationAll other issues are to be submitted via a request ticket utilizing the Web Helpdesk found at https://helpdesk.tbcdsb.on.ca
Information Technology This Information Technology (ITSLA) establishes the overall support levels for IT supported systems and services within the Thunder Bay Catholic District School Board. Goals of Technology
More informationITIL v3 Incident Management Process
ITIL v3 Process...restoring normal service operation as soon as possible Content Key definitions Incident Lifecycle Purpose and Objectives Value to business Incident Priority Incident Priority and Target
More informationLANDesk Service Desk. Outstanding IT Service Management Made Easy
LANDesk Service Desk Outstanding IT Service Management Made Easy Deliver Outstanding IT Services to Employees, Citizens and Customers LANDesk Service Desk enables organizations to deliver outstanding IT
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
More informationIs ITIL right for you? Understand the benefits of Implementing ITIL Processes
Is ITIL right for you? Understand the benefits of Implementing ITIL Processes What I ve seen in the Industry De facto set of best practices for IT Service Management Adoption growing at a steady rate ITIL
More informationSOLUTION WHITE PAPER
SOLUTION WHITE PAPER BMC Service Resolution: Bridging the Gap between Network Operations and the Service Desk Improve service availability and mean time to repair (MTTR) while prioritizing event resolution
More informationINTERVIEW QUESTIONS. Que: Which process is responsible for ensuring that the CMDB has been updated correctly?
http://www.tutorialspoint.com/itil/interview.htm INTERVIEW QUESTIONS Copyright tutorialspoint.com Que: Which process is responsible for ensuring that the CMDB has been updated correctly? Release Management
More informationEnterprise ITSM software
Enterprise ITSM software About vfire vfire is an Enterprise level IT Service Management Software tool developed by Alemba. As the successor to VMware s Service Manager product (formerly infraenterprise),
More informationService Desk Level 1 Service Description
Service Desk Level 1 Service Description Copyright Copyright Atea Group. All rights reserved. This document may not be reproduced, in whole or in part, in any form or any language, except for the client
More informationIT Service Desk Unit Opportunities for Improving Service and Cost-Effectiveness
AUDITOR GENERAL S REPORT ACTION REQUIRED IT Service Desk Unit Opportunities for Improving Service and Cost-Effectiveness Date: September 18, 2013 To: From: Wards: Audit Committee Auditor General All Reference
More information10 Tips to Better Manage Your Service Team
10 Tips to Better Manage Your Service Team Service Management Recurring Services Solution Development & Mgmt Marketing & Sales Project Services Service Desk Field Services Managed Services Service Desk
More informationProblem Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
More informationAutomated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER
Automated IT Asset Management Maximize organizational value using BMC Track-It! WHITE PAPER CONTENTS ADAPTING TO THE CONSTANTLY CHANGING ENVIRONMENT....................... 1 THE FOUR KEY BENEFITS OF AUTOMATION..................................
More informationCopyright 11/1/2010 BMC Software, Inc 1
Copyright 11/1/2010 BMC Software, Inc 1 Copyright 11/1/2010 BMC Software, Inc 2 Copyright 11/1/2010 BMC Software, Inc 3 The current state of IT Service How we work today! INCIDENT SERVICE LEVEL DATA SERVICE
More informationORACLE IT SERVICE MANAGEMENT SUITE
ORACLE IT SERVICE MANAGEMENT SUITE ITIL COMPATIBLE PINKVERIFY ORACLE IT SERVICE MANAGEMENT SUITE HAS BEEN CERTIFIED BY PINK ELEPHANT THROUGH THE PINKVERIFY PROCESS TO BE ITIL COMPATIBLE IN SIX PROCESS
More informationHuman Resource Services PO Box 115009 Classification and Compensation Gainesville, FL 32611-5009 352-392-2477 352-846-3058 Fax
Human Resource Services PO Box 115009 Classification and Compensation Gainesville, FL 32611-5009 352-392-2477 352-846-3058 Fax UFIT Classification Specifications Revised March 20, 2014 Job Title: IT Senior
More informationGoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service
GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Automating Service & Support with Voice Self-Service Automating Service & Support with Voice Self-Service The Changing
More informationTecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company
Tecknodreams Software Consulting Pvt. Ltd. Managing IT Services in an Insurance Company Company Profile This Insurance Company is a specialist in Health Insurance and provides quality service at the best
More informationAlcatel-Lucent Managed Services Overview
Alcatel-Lucent Managed Services Overview Operators have to continuously evolve their networks and be savvy about the use of technology to meet the exploding bandwidth demand being created by today s end
More information