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ITIL :: View topic - What books good for Service Desk Processes
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What books good for Service Desk Processes

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Joined: Jul 19, 2006
Posts: 1

PostPosted: Thu Jul 20, 2006 5:18 am    Post subject: What books good for Service Desk Processes Reply with quote

New to the forum here. What is the best source of sample ITIL processes. For example, I feel compentent in change and config management because I've been involved in their implemenation. I know where to start and with the processes ultimately look like and how they function. I'm struggle with the service desk. Can I get this from the ITIL library...if so, what books?
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Joined: Jan 01, 2006
Posts: 500
Location: New Jersey

PostPosted: Thu Jul 20, 2006 10:11 am    Post subject: Reply with quote

Hi mroem,

As far as the list of processes, I don't know that OGC publishes a single definitive list. I can't embed the link but I have a large number of them listed at: http: // www <dot> traverseit <dot> com/it_ops <dot> html

The list crosses the line between ITIL, RUP, SDLC, etc. but it's the closest thing I know of that has the individual process areas listed. Once you know what process/discipline you're interested in, you're going to have to dig into the specific OGC ITIL reference manual on that specific topic.

As far as details on Service Management, the references I've seen are very vague. They seem more like high level guidelines of what a Service Desk means: definitions & terminology, why it's important to put in place, some of the basic functions, etc.

Does your firm have a help desk? If so, I'm sure they have processes that you can also tap into, to understand, such as Incident Escalation processes, Time-to-Resolution processes, Reporting processes, etc.

I hope this helps.

[Edited by Admin to remove link]
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Joined: Sep 02, 2005
Posts: 7
Location: Bangalore,India

PostPosted: Sun Oct 29, 2006 1:18 am    Post subject: Reply with quote

Hi Mroem,

The Service Support (Blue Book) from OGC is a very good bok to start with in case to know all about Service Desk functions.

It gives you insights and best practices how you set up your Service Desk function like Local/Centalized/Vitual

Also the bok caters in detail to various other Service Suport Process like Incident Mgmt,Problem Mgmt, Config,Change and Release management. So it is a good buy and will be useful for adopting ITIL in your day to day operations.

Feel free to mail me in case you need more information
Suresh GP
ITIL V3 Expert, ISO 20K Lead Auditor, PMP, Cobit Foundation Certified,
Bangalore, India
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Joined: Nov 03, 2006
Posts: 3

PostPosted: Fri Nov 03, 2006 9:05 pm    Post subject: Reply with quote


Above all, the resources what you have to establish a service setup also plays a crucial role..

Many firms have less effective service management s/w packages (which is crucial for recording the incidents) means, you have to go for the right package, that remains a basic step towards the goal..!

Mr.Suresh: Comments please..!

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