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ITIL :: View topic - Question, difference : Service desk and ServicLevelManagemen
Posted: Sat Jun 10, 2006 7:46 am Post subject: Question, difference : Service desk and ServicLevelManagemen
Hi, first off I want to say I'm fairly new to ITIL, but can someone please explain why you can't implement ServicLevelManagement in a Service desk , what are the reall differences !?
Joined: Mar 12, 2005 Posts: 255 Location: Melbourne, Australia
Posted: Sun Jun 11, 2006 2:30 am Post subject:
Service Level Management is a process (really a collection of processes, and activities ordered around a service development 'business cycle')
The Service Desk is a function - a unit with in the IT organisation. There are no 'Service Desk Processes'
The Service Desk uses the products of service level managment - most notable SLA's and the Service Catalogue. A lot of the information collected at the service desk will also be an input into Service Level Managment.
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