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ITIL :: View topic - ITIL Service Desk Standard
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ITIL Service Desk Standard

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Joined: Nov 07, 2006
Posts: 4

PostPosted: Mon Jan 22, 2007 11:05 am    Post subject: ITIL Service Desk Standard Reply with quote

Hi! Im doing a research for an article about the regulatory standards than are available for the SD Function (if there is one). Im talking about what the ISO 20000 is for a Company who wants ITIL implemented.

Is there similar available for the Service Desk?
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Senior Itiler

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

PostPosted: Mon Jan 22, 2007 4:28 pm    Post subject: Reply with quote


Maybe I misread your post, but it seems to me that you ought to turn it around: what is ITIL for a company who wants ISO20K implemented. It is far more logical (in terms of maturity) for an organisation to work on ITIL before ISO20K comes around.

ISO20K is realy a prescriptive "framework" that you either comply with or not. ITIL on the other hand is 'only' a set of best practices that you could/should use wherever it comes in handy.

Did I misread or does this touch a valid point?
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Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Tue Jan 23, 2007 6:15 am    Post subject: Reply with quote

Regulatory standards for a Service Desk ?

I am sorry but I dont understand why a government body like a legislature would care to do define what is a requirement for a Service Desk


Employment laws - hours, minimum wage etc
Employee rights - redress,, grievance
Health & Safety - working conditions

The only real regulation assoicated even loosely with IT is Sorbanes Oxley and that is a audit thing for US companys which COBIT deals with

ISO 20000 is a defined standard.

There is NO regulatory requirements for any company to adopt ITIL or ISO 20000

however, certain government bodies - National Health (UK), other UK Government want their suppliers and vendors ITIL/ISO 20000 compliant.

As to a SD desk, i dont know ...

Unless I am missing the questions point....

can we get a better explanation
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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