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ITIL :: View topic - Terminology
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Terminology

 
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tolman101
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Joined: Sep 26, 2005
Posts: 44
Location: Sweden

PostPosted: Thu May 18, 2006 5:37 am    Post subject: Terminology Reply with quote

We are currently talking about the naming of the Service Desk function at our organisation and that has lead to many a discussion about terminology in general. My question here is what do we call the application that supports SD, IM, PM, CM etc?

We use CA's Unicenter Service Desk but confusion arises when we call it Service Desk, because that is also the name of the function. Because ITIL says that a common language is one of the most important aspects of Service Management we need to sort this out.

Does anyone have any suggestions for the naming of our Unicenter Service Desk app in terms of every day speach?

Cheers, Matt
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Ed
Senior Itiler


Joined: Feb 28, 2006
Posts: 411
Location: Coventry, England

PostPosted: Thu May 18, 2006 5:25 pm    Post subject: Reply with quote

I would suggest that you stick to the ITIL name (Service Desk) for your Process, as we do and refer to the app as Unicenter.

We use Clientelle from Epicor as our SD App and it is referred to as such.

I think that this then helps reinforce the ITIL terminology and we all do end up calling a given process by the same name.

Regards

Ed
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matrejekm
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Joined: May 11, 2006
Posts: 32

PostPosted: Fri May 19, 2006 12:55 am    Post subject: Unicenter Service Desk Reply with quote

We also use this tool.

The name USD is used for this among all the organisation.

You can also use some more general names like: Request Tracking System or other similar.
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Realmadhatter
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Joined: Sep 22, 2008
Posts: 3

PostPosted: Mon Sep 29, 2008 7:14 am    Post subject: service desk Reply with quote

Under itil , when or would you ever use the Dashboard concept.
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Mon Sep 29, 2008 4:18 pm    Post subject: Re: service desk Reply with quote

Realmadhatter wrote:
Under itil , when or would you ever use the Dashboard concept.


If you are under ITIL, you are in the wrong position.

You use a dashboard (or any other facility or tool) when and where it delivers (or enables) effective functionality to your service management system.
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"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."
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3318
Location: London, UK

PostPosted: Mon Sep 29, 2008 5:58 pm    Post subject: Reply with quote

Yes, being under ITIL would be difficult to say the least as the weight of all the books plus the added weight of the CIs wold be crushing
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JoePearson
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Joined: Oct 13, 2006
Posts: 116
Location: South Africa

PostPosted: Tue Sep 30, 2008 8:50 pm    Post subject: Re: service desk Reply with quote

Realmadhatter wrote:
Under itil , when or would you ever use the Dashboard concept.

I'd say a dashboard is part of the "reporting" facet of SLM. That's the simple answer.

I suppose you could also have a dashboard in any area, e.g. a capacity dashboard, and you could use dashboards for monitoring and event detection as well as reporting. But that would not be a common usage imo.

It gets more interesting when you try (as you certainly should) to structure your dashboard to match your service catalogue and your key service levels. Can you do it? Do customers ask for other information at the top level (which a dashboard should be)? Perhaps you have the wrong services defined, or you have a need to educate your customers.
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UrgentJensen
Senior Itiler


Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Tue Sep 30, 2008 9:55 pm    Post subject: Reply with quote

Hi All,

Everyone above it right, but let's be absolutely clear: Dashboards are nothing to do with ITIL. They are technology-enabled reporting tools that you will think will either benefit you or not.

Cheers,

UJ
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m_croon
Senior Itiler


Joined: Aug 11, 2006
Posts: 262
Location: Netherlands

PostPosted: Wed Oct 01, 2008 7:35 am    Post subject: Reply with quote

Hi Tolman,

I use the following tool-definitions:

* Service management tool: any tool which supports (parts of) incident, problem, change, config management etc.
* System management tool: any tool which supports IT operations, availability mgt, capacity etc.

Basicly, this division follows the ITIL-v2 sets of service support and service delivery respectively.

Does this answer your question?

Regards,

Michiel
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