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About Service Desk

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Joined: Jul 31, 2009
Posts: 1

PostPosted: Sat Aug 01, 2009 12:27 am    Post subject: About Service Desk Reply with quote

Ho to all , my question is mm if it can apply a part of itil maybe one book or is need apply all the metodology of ITIL to run a Service Desk in a area of systems thanks, and sorry by my language .. Embarassed
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Senior Itiler

Joined: Dec 15, 2007
Posts: 117

PostPosted: Sun Aug 02, 2009 6:27 pm    Post subject: Reply with quote


You are new to this forum and am sure you are trying to ask something sensible. Your English is not completely comprehensible, however if you could write more on the subject, chances are that we will understand and you get some expert advice from the forum members. One more try please.
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Joined: Mar 31, 2008
Posts: 109
Location: North West England

PostPosted: Mon Aug 03, 2009 9:39 pm    Post subject: Reply with quote

I think Sorento is trying to say:

When setting up a Service Desk can you just apply a subset of Book 1 (Service Support) or do you need to apply all of ITIL?

It would take too long to successfully apply all of ITIL when trying to set up a Service Desk so my advice would be to apply Incident Management first, then look at adding Problem, Change & Config a little later.

Hope that helps

Mick Smith
Change, Configuration and Release Manager
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Joined: Mar 04, 2008
Posts: 1894
Location: Helensburgh

PostPosted: Mon Aug 03, 2009 10:55 pm    Post subject: Reply with quote

You do not need to apply any of ITIL. What would be good would be to understand IT service management (and here ITIL can help rather a lot) and then apply that understanding to the design of a service desk to meet your requirements.

The reason for this being the answer, despite the fact it may seem vague and theoretical, is that what you can achieve largely depends on the maturity of your overall service management environment, not just the service desk function.

If you take models and structures from the book and plant them in an organization that does not understand them, however well meaning, you will come to grief.
"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."
William Penn 1644-1718
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