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The Itil Community Forum: Forums

ITIL :: View topic - Strategy
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Strategy

 
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thechosenone69
Senior Itiler


Joined: Jun 06, 2007
Posts: 268

PostPosted: Sat Mar 06, 2010 8:59 pm    Post subject: Strategy Reply with quote

Hello,

I've been asked form a company to write a "service desk strategy" related to a case study. Can someone shed some light on what the structure would be for such a document..

What I'm doing is the following:

Plan, Goals, Objectives, Scope, Benefits, Problems, structure, Cost, Metrics, CSF, input/output, tools, incident Process, Activities, Skillset.

Am I on the right track? if not, then can someone direct me to it.

Thanks
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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Diarmid
Senior Itiler


Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Sun Mar 07, 2010 1:35 am    Post subject: Reply with quote

Service desk strategy has to be subordinate to your service delivery objectives and strategy. That is your primary context and defines your objectives for you.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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thechosenone69
Senior Itiler


Joined: Jun 06, 2007
Posts: 268

PostPosted: Sun Mar 07, 2010 9:48 am    Post subject: Reply with quote

Cheers.
_________________
Ali Makahleh
Configuration Management(Blue Badge),
ITILV2 Service Manager(Red Badge),
ITILV3 Expert(Lilac Badge) Certified.

“If you can't describe what you are doing as a process, you don't know what you're doing." W. Edwards Deming.
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