Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: Biniltopite
New Today: 6
New Yesterday: 70
Overall: 230463

People Online:
Visitors: 93
Members: 1
Total: 94 .



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Service Desk <--> Incident Management
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Service Desk <--> Incident Management

Post new topic   Reply to topic    ITIL Forum Index -> Problem Management
View previous topic :: View next topic  
Author Message

Joined: Mar 14, 2005
Posts: 26
Location: Brussels, Belgium

PostPosted: Tue Sep 20, 2005 1:43 am    Post subject: Service Desk <--> Incident Management Reply with quote

Ladies and Gentlemen,

Am I right in assuming the following (i know, i know never assume, because you make an 'ass' of 'u' and 'me'):

Service Desk:
PC hardware and software, phone infrastructure, staff, sheduling of shifts, .. procedures+people+ICT ..

Incident Management:
Specially designed procedures to solve 'business problem' of customer (whoever that may be) .. supported by incident management tool ..

Kind regards
Wolfhard Aring
Back to top
View user's profile Send e-mail Visit poster's website
Senior Itiler

Joined: Mar 12, 2005
Posts: 255
Location: Melbourne, Australia

PostPosted: Tue Sep 20, 2005 4:43 pm    Post subject: Reply with quote

Incident Management:

Close enough - though using the word 'problem' in a descritpion of what the IM process deals with is courting misunderstandings Smile Don't forget IM isn't meant to deal with any old 'business problem' - rather the disrutpion to agreed IT service levels to the business. Service Level Management is a critical supporting process for IM.

Service Desk:

Not quite (I think). Not sure why you are listing technology groupings - the Service Desk is not another technology support group.

SD is the public face of the IT organisation - intended to ensure access to the IT organisation by the business (end-user) community.

They are a single-point-of-contact for all service requirements. This is why Incident Management starts at the SD, for all Services, not just Desktop &etc.

They also play a critical role in communicating with the community about everything from planned outages to status reports on individual incidents.

They are often hooked up to technology that monitors key parts of the infrastructure and are the first to see major incident (outages) reports and threshold warnings (service level 'yellow lights').

They may co-ordinate communication with changes, work with other technical groups to help asses impact of changes on end-users,

In a best case scenario they are also empowered end-user advocates within the IT organisation.

So yep, they man counters and answer phones, but are also a valuable resource in ensuring relations between IT and the business are of a consistently functional and high-quality nature.
Back to top
View user's profile Send e-mail AIM Address Yahoo Messenger
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Problem Management All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
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

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.