The ITIL library teaches how a service desk works
The Information Technology Infrastucture Library (ITIL) includes concepts and practices for managing IT services, development, and operations. ITIL is published in a series of books by the UK's Office of Government Commerce.
To succeed, a general (non-techy) audience must also understand and embrace ITIL basics.
 |
How the IS service desk supports successIncidents and problems are the most visible signs of service desk activity, but there are more long range planning issues being addressed with change, release and configuration management. |
|
ActionThe client perspective on the left is juxtaposed with the service desk reaction on the right. This gives people a view toward the bigger IS plan for strategic support. |
ResultsMultiple views are demonstrated in one visual- above the surface, client view, management perspective, and service desk activities. |
|
 |
How to work with the service deskFollowing a service desk process helps employees and the company. This graphic demonstrates how to initiate a request. |
|
ActionIncident and problem management are the most common interactions employees have with a service desk. When requests for help are made properly, useful information is gathered. |
ResultsStrategic planning depends upon tracking resource expenditures today and over time. Staffing and purchases decisions are made with accurate data. |
|
 |
The software development lifecycleThe development process begins when a need is referred to the information services help desk. This allows adequate planning and prioritization. |
|
ActionAll new systems go through several steps: Analysis, Design, Develop, Test, Train, Deploy. |
ResultsThe visual demonstrates interactions between sponsor, process lead, and IS lead through the development steps. |
|
