Posted: Tue Nov 22, 2005 1:13 am Post subject: Service Desk without Service Catalogue
I am working on looking at the processes in the department here to make them more ITIL-compliant, and had a question - I know that the existaence of the Service Desk is important, but should it be able to exist in an ITIL world without a Service Catalogue? The SD here is supporting a limited and finite set of users and applications, asting as total support. It is an internal department, so there is no specific cost associated with each potential incident, so I don't know where to start with a Service Catalogue.
I think a service catelogue would still be helpful if not just to clearly define the scope of work that the service desk is to offer the business. You could also use it to now what OLA's and SLA's you need to define.
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