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The Itil Community Forum: Forums
ITIL :: View topic - How will ITIL impact the service desk?
Joined: Sep 16, 2006 Posts: 3589 Location: London, UK
Posted: Fri Jul 29, 2011 6:07 pm Post subject:
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 _________________ John Hardesty
ITSM Manager's Certificate (Red Badge)
Change Management is POWER & CONTROL. /....evil laughter
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Fri Jul 29, 2011 7:12 pm Post subject:
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. _________________ "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
Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Wed Aug 03, 2011 9:30 pm Post subject:
I sit here corrected John.
Thanks for brightening my day. _________________ "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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