ITIL Service Desk types
Neven Zitek
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a...
You can find many articles within this blog regarding Service Desk: Service Desk: single point of contact, Service Desk staff – a window to the IT organization or ITIL Incident Management – How to separate roles at different support...
If anything shouldn’t be taken for granted… it’s Information Security Management
Branimir Valentic
It was one of our usual off-the-record discussions when I spoke with network admin and asked about the regular password...
It was one of our usual off-the-record discussions when I spoke with network admin and asked about the regular password change set up on the system. And, the answer included words like “my opinion,” “my...
Service Desk staff – a window to the IT organization
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice...
Maybe it sounds easy: hire a few people, teach them about the services we provide, tell them to be nice to the users… and there you go – Service Desk staff is in place. Or...
Communication inside IT Service Management team – setup of joint vocabulary and criteria
The most known quote in the world: “Houston, we have a problem,” was spoken by Apollo 13’s Commander Jim Lovell....
The most known quote in the world: “Houston, we have a problem,” was spoken by Apollo 13’s Commander Jim Lovell. (Actually, he said, “Houston, we’ve had a problem,” but that’s not what we will discuss...
A trip of 1,000 miles begins with the first step – Initial diagnosis of an incident
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will...
So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will notice the incident before users do. Unfortunately, according to my experience, most incidents are reported...
Incident Management in ITIL – solid foundations of operational processes
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or...
I am sure that you have heard users of an IT service say that they have problems, errors, malfunctioning or something similar when there is degradation in the service. Based on ITIL methodology, they are...
