What books good for Service Desk Processes

[mroem]

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?

[Guerino1]

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.

Regards,
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[Edited by Admin to remove link]

[gps]

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
Regards
Suresh
_________________
Suresh GP
ITIL V3 Expert, ISO 20K Lead Auditor, PMP, Cobit Foundation Certified,
Bangalore, India
sureshgp@gmail.com

[Jupiter]

Hi

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..!



Thx.