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ITIL :: View topic - How will ITIL impact the service desk?
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How will ITIL impact the service desk?

 
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sharpy
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Joined: Jul 10, 2011
Posts: 2

PostPosted: Thu Jul 14, 2011 1:25 pm    Post subject: How will ITIL impact the service desk? Reply with quote

I have to put together a presentation on "How ITIL will impact the service desk" but I don't have a great deal of knowledge on this topic.

Any input would be greatly appreciated.
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Fri Jul 29, 2011 6:07 pm    Post subject: Reply with quote

sharpy

I have a couple of questions.

Why are you doing a presentation on a topic that you have no knowledge about ?

Are you also planning to do a presentation on 'Boson particles in the Data Centre ? A problem or not ?'

As for impact that ITIL will do on the service desk, it depends

If you use the V2 SS and SD books, the service desk staff will hear 'pwatp' 'pwatp' as the two book land on their desk follows by the rippling sounds of pages being turned

If you use the V3 books, it is 'pwatp''pwatp''pwatp''pwatp''pwatp' and then the sounds of pages
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Jul 29, 2011 7:12 pm    Post subject: Reply with quote

ITIL will not and cannot have an impact on the service desk. It is not an impacting sort of thing.

Someone can get to understand ITIL and then apply that understanding to improving the service desk. How they do it will entirely depend on
a) the current condition of the service desk
b) how well they understand service management and the needs of the organization
c) how skilled they are at analysis and design
d) what objectives they establish

The question is posed by someone with little maturity in service management and possibly even less in understanding of ITIL.
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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."
William Penn 1644-1718
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3312
Location: London, UK

PostPosted: Fri Jul 29, 2011 8:57 pm    Post subject: Reply with quote

Diarmid

I beg to differ - in some respects

If I take the 5 ITIL v3 books into the Service Desk and drop them on the Service Manager's desk, there is an impact.

I of course realize that this person is extremely knowledgeable (not) about ITIL and the Service Desk.

Hopefully, the company that he interviewed him with ... realized that

I just needed to share some levity this week
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John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Wed Aug 03, 2011 9:30 pm    Post subject: Reply with quote

I sit here corrected John.

Thanks for brightening my day.
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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."
William Penn 1644-1718
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