Posted: Thu Apr 14, 2005 12:20 pm Post subject: Does anyone have experience of implementing ITIL -University
I am a BSc Business IT student on my final year project.
My project is about the feasibility of implementing BS15000 in an academic institute. I am interested in ITIL practioners experiences of implementing ITIL. The sort of topics which would be useful are;
Approaches to implementation
Management techniques used.
Analysis of existing processess.
Templates for implmentation
If you have any information on pratical implementations I would be enternally grateful.
I am nearing completion of a book that is totally dedicated to this elusive subject. Let me know your timeframe - I am happy to share some inofrmation in this area wherever I can. I can be reached at RandyASteinberg@aol.com. I was previously Global Head Of Service for Reuters and enjoyed my London stays very much.
I worked at a university Service Desk, the ITIL approach came into effect as of May 2005. From my experience, the first phase is to inform people of the change, aggregating all the various IT departments in all the different schools and faculties into one centralised helpdesk called Service Desk.
The Service Desk is like a call centre which is responsibile for first level support and for resolving easy proboems. Harder problems gets escalated to the appropriate teams.
From the Service Desk, you have other groups like Desktop Support, Build Team, Windows Server Team, Unix Server Team, Informations Systems Project Team, WebCT Team, Student Portal Team, Security, Audio Visual Services, Web Services, Data Communications and Voice communications.
All phone calls and jobs are logged to the Service Desk which then reassign relevant jobs to the different teams.
Helpdesk software such as TouchPaper, ServiceCenter, Track-It...etc
So I reckon we implemented the Service Support first, then comes up Service Delivery which is still at the planning state.
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum