ISO-20000-ITIL-blog

Tag: “Service Desk”

What is the job of the Service Desk Manager?
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in...
If you think about jobs in IT, many of you would think about technical, routine tasks and spending time in front of various terminals. Well, for many of the jobs – this interpretation could be...
Which roles do you need for ITIL Service Operation?
Service Operation processes, according to ITIL, are the most exposed processes of all. Why is that? It’s because Service Operation...
Service Operation processes, according to ITIL, are the most exposed processes of all. Why is that? It’s because Service Operation is where your services are exposed to and used by your users and customers.  You...
Is the NOC (Network Operations Center) still viable according to ITIL?
There are still IT organizations with the Network Operating Center (NOC) name and designation, with varying sets of organizational structures,...
There are still IT organizations with the Network Operating Center (NOC) name and designation, with varying sets of organizational structures, operating levels, and responsibilities. This raises several very important questions (which are going to be...
ITIL Event Management – Entry point of Service Operation
How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively...
How do you find out that there is an issue with your IT infrastructure and/or services? If your answer exclusively relies on end-users reporting issues to the Service Desk, you may want to learn more...
ITIL Service Desk types
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
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...