ITIL Helpdesk If you only have time to look into one business enhancement this year, make it the ITIL Helpdesk.
In business you find yourself faced with options and decisions that have long-term affects.
You have to choose your direction wisely–the future depends on it. The ITIL Helpdesk is Unparalleled: In the world of service management systems there can only be a few stand out offerings.
For various reasons, each industry leader is a favorite of its customers.
When it comes to IT service management, you cannot be too particular.
Make a thorough comparison of all the appropriate applications to uncover the top contender.
It is always a bit costly to shift gears in operations.
Paying for new software, training materials and equipment updates is no small affair. Dutch companies have long understood the benefits that a structured IT management framework like ITIL can deliver to the bottom line.
The ITIL Helpdesk definition sought by Dutch CV companies is a classic example of businesses that may have or need a Help Desk/Service Desk in place that is pre-defined.
The Service Desk function within the ITIL framework provides Dutch CV businesses with clear guideline and thought provoking ideas regarding the structure of the Help Desk. The delivery of leading class service is now a differentiator used by Dutch CV’s looking for the competitive edge.
The provision of a high quality ITIL Helpdesk (service desk) allows these organizations to ensure it can respond to customers and business needs quickly and efficiently. Look for software that is simple to use so that you can reduce training time at ITIL Helpdesk to a bare minimum.
When something is designed right with the user in mind, a smooth transition is made possible.
The aura of excellence that surrounds ITIL Helpdesk tools is undeniable.
You cannot build your business on anything but the surest foundation.
When you put all the elements in place for good things to happen you will be surprised to find that they do. The Service/Help Desk plays an important part in the provision of IT Services.
It is very often the first contact the business users have in their use of IT Services when something does not work as expected.
The Service/Help Desk is a single point of contact for end users who need help.
Without this, an organization could certainly face losses due to inefficiencies. The two main focuses of the Service Desk are Incident Control and Communication. There are different types of Help Desk, the selection of which is dependant upon what the business requires.
Some Help Desks provide a simple call logging function, and escalate calls to more experienced and trained staff.
Others provide a high degree of business and technical knowledge with the ability to solve most incidents at the time that the business user reports them. ITIL Helpdesk Software: As your customer base grows, so does the need to expand your customer service department.
Don’t let your expanded revenue based get consumed by out of control support costs.
ITIL Helpdesk software can keep costs down and improve trouble ticket response times. Streamline with ITIL Helpdesk Software: Minimizing response times is important if you want customers to feel good about the level of service they get.
Arming your team with ITIL Helpdesk software is the best way to properly arm them for the task set before them.
Set you and your employees up for success and better customer response figures than ever before. An individual business plan that explains how you should use service management software and ITIL Helpdesk software can serve as your personal roadmap.
Unless you are willing to let increased volume overwhelm your current system of inquiry handling, you need to make some changes before it is too late.
You need to dream big and help desk software is one way to plan for an expansive future. — * Where does APM fit in? * Why is it important? * What are the tactical Benefits? * The process of Application Performance Management Author: Peter Greening (Peter L Greening & Associates P/L) Paper Title: END TO END SERVICE DELIVERY IN AN OUTSOURCED ENVIRONMENT -or- “IT Service Management Process Alignment With Your Out sorcerer” Paper Abstract: Consistent with business strategy established in 2000, application changes at the Victorian Work cover Authority (VWA) have meant adoption of a hybrid, mutually dependent model of IT-related in sourcing and outsourcing.
This presentation will address the issues, observations, workarounds, approaches, benefit of hindsight, and some foresight associated with this new mix of VWA modalities. Emphasis will be on reviewing the need for process alignment in the ITSM disciplines of capacity management, financial management, service level management, disaster recovery planning, and security management.
Appropriate reference to the ITIL framework and BS15000 standard for ITSM will be included.
Content will be delivered from the viewpoints of contract management, and tactical and strategic involvement in these areas. While primarily referencing VWA’s in-house and outsourced environment, familiarity with other outsourcers, private enterprise, and government organizations will be used to reinforce the theme of ITSM process alignment. Author: Richard Smith (Sun Microsystems Australia) Paper Title: Modern Processor Architecture Paper Abstract: The goal of processor architecture is to maximize performance, subject to design constraints, to meet the needs of target markets.
A new pipeline for a modern processor might take 5 years to design and bring to market, during which time many design decisions have to be made.
These ultimately determine a processor’s performance characteristics when subjected to different workloads.
Regrettably, some benchmarks shed little light on a given processor’s behavior.
It’s the author’s contention that a knowledge of processor architecture is invaluable for developers of high performance software trying to extract maximum performance from a processor, and enables greater insight to be obtained from benchmark results.
The paper explores modern processor architecture and design features, how they relate to performance, and identifies some of the key tradeoffs. Author: Carl Rosser (BMC Software (Australia) P/L) Paper Title: Enterprise Performance Assurance and Modeling Today and Tomorrow! Paper Abstract: (Vendor Presentation) This session will cover BMC Software’s Capacity Planning solutions for Windows servers though to zSeries.
An overview of the latest features will give, along with an examination of how BMC Software addresses both the business and technical issues associated with capacity planning.
The second half of the presentation will be a Distributed Systems Server consolidation Case Study. Author: Mike Tsykin (Fujitsu Australia Ltd) Paper Title: Automated Monitoring and Reporting of Enterprise Quality of Service — Difficulties on the road to ITIL and Implement or Implementation or Implementing: Because ITIL and Implement or Implementation or Implementing means also that you have to chance the mind setting of your employees, it is a very difficult process.
It means getting the techies to be more aware of service and business (something technicians hate).
There are a lot of emotions involved so the ITIL and Implement or Implementation or Implementing leader must be not only a project leader but also a people manager.
ITIL and Implement or Implementation or Implementing a process what takes a lot of time and mostly the period of time is underestimated.
Much too often companies with external help want to implement ITIL and Implement Or Implementation Or Implementing to fast, which causes a lot of problems.
The best way to ITIL and Implement or Implementation or Implementing is doing it in several stages making sure that every stage is done properly and you gave the project the proper place in your organization.
There is no such way as a standard procedure to Implementing ITIL, because it is a set of best practices, you can take from the set what you like for your organization and fit it in. By adopting and ITIL and Implement or Implementation or Implementing best practices, companies are better able to deliver optimal, value-based IT service management solutions.
The objective of ITIL and Implement or Implementation or Implementing best practices is threefold: Align IT services with the current and future needs of the business and its customers Improve the quality of the IT service delivered Reduce the long-term cost of IT service provision. Key Considerations in ITIL and Implement or Implementation or Implementing Standards: Here are some key variables to examine when considering ITIL and Implement or Implementation or Implementing. The size and range of the business—Small and large organizations are faced with differing challenges in ITIL and Implement or Implementation or Implementing.
Small organizations may need to have the same resources acting in multiple distinct roles within the ITIL framework, which can be a challenge.
Conversely, large organizations are faced with the task of extending unified processes across large and often fairly independent business units. The resources at your disposal, including staff—Do you have the right people in-house to perform the number of roles that ITIL and Implement Or Implementation Or Implementing mandates, or will you need to look elsewhere? Do you have the financial resources to invest in an enterprise-wide standards initiative like ITIL and see it through? The maturity of staff, processes, and the organization—Is the staff seasoned enough to perform at a best practice level? Can any of your existing processes be integrated into the new regime, or does everything need to start from zero? The level of dependency of the business on IT —Companies that rely heavily on IT may find the ITIL and Implement Or Implementation Or Implementing painful in all corners of the business, while the few companies that do not rely heavily on IT may not realize enough value to make the exercise worthwhile. The culture of the business—Is the culture one that breeds, recognizes, and strives for excellence, or for mediocrity? Does it resist or embrace change? Has it shown an aptitude at maintaining consistent processes, and at seeing major, long-term initiatives through to completion? Communication strategies for IT and the company as a whole—what vehicles are in place to communicate the purpose, status, and benefits of ITIL and Implement or Implementation or Implementing? How can you make your users understand their roles in the new process regime and enforce the new model without taking draconian measures? ITIL and Operational Reporting ITIL and Operational Reporting are complementary to each other.
Operational Reporting plays a very vital role in ITIL process and implementation.
In a distributed IT environment, the delivery of consistent, cost-effective IT service, to business units, is critical and that is possible with constant monitoring and evaluation of ITIL and Operational Reporting.
Service management involves defining levels of availability and performance, ensuring that they are met at the right cost. Challenges include the gathering of diverse data of resource usage and Service Level Object (SLO), bring this data together and manage it, allowing for accurate management reporting and forecasting.
To help large IT organizations in this complex task, ITILSurvival.com builds solutions based on a combination of the some of the best of breed technologies.
The combination of these provides a robust set of service management solutions using expert knowledge and domain expertise in ITIL and Operational Reporting. Fortunately in addition to many training organizations and institutes there are many online courses available to understand the process of ITIL and Operational Reporting. Each course lesson explains ITIL and Operational Reporting with the help of software features, shows the steps to understand and use the applications power and then tests your knowledge with a quiz.
Many sample lessons are included including on report creation and how to revolutionize your management of ITIL and Operational Reporting using the applications sophisticated graphical reporting capabilities.
The main segments of the course cover: Course objectives — Includes: positioning of Applications Management defining the delivery strategy preparing to deliver the application collaboration and knowledge management Quality Management. ITIL Applications Management is the amplification of the Release Management process specifically focusing on the Application Lifecycle. ITIL Applications Management – the last piece of the ITIL framework! ITIL Application Management addresses the complex subject of managing applications from the initial business need, through the ITIL Applications Management lifecycle, up to and including retirement. In addition, ITIL Applications Management includes the interaction with IT Service Management disciplines contained in Service Delivery, Service Support and ICT Infrastructure Management. ITIL Applications Management – value add! ITIL Applications Management places a strong emphasis on ensuring that IT projects and strategies are tightly aligned with those of the business throughout the applications lifecycle.
This is critically important in ensuring that the business is receiving, and IT is delivering, the proper value for the investments made. ITIL Applications Management – scope! Applications, along with data and infrastructure components, such as hardware, the operating system, and middleware, make up the technology components of IT systems that in turn are part of an IT service. ITIL Applications Management ITIL – holistic! ITIL Applications Management provides a comprehensive, end-to-end description of all the management processes that need to be followed within the lifetime of an application (from conception to retirement).
It provides a holistic description of what needs to be done and by whom.
ITIL Applications Management also establishes a road map that all IT professionals can follow to successfully deliver new and existing applications into the IT environment in a more sustainable manner. ITIL Assessment There are many free self assessment tools and ITIL Assessment Tool available in the market.
You can find one such Free ITIL Assessment Tool at HYPERLINK “http://www.itilsurvival.com/” http://www.itilsurvival.com/ along with other advice and consultancy, right from the experts.
We are discussing other Free ITIL Assessment Tool here in this section. — Service Level Management is responsible for negotiating and agreeing service requirements and expected service characteristics with the Customer, measuring and reporting of Service Levels actually being achieved against target, resources required, and cost of service provision.
Service Level Management is also responsible for continuously improving service levels in line with business processes, with a SIP, coordinating other Service Management and support functions, including third party suppliers, reviewing SLAs to meet changed business needs or resolving major service issues and producing, reviewing and maintaining the Service Catalogue using ITIL Automation tips and techniques. ITIL Awareness Quite often IT Professionals, Managers and Consultants are hearing ITIL being bought up in conversations but they either don’t understand the concept or they treat it as “dreaded devil” due to lack of knowledge and exposure, but there is no need to feel that way now, because we have state-of-the-art ITIL Awareness Course specifically designed for beginners. This short ITIL Awareness Course provides the participant with an overview of just what ITIL is.
This e-Learning ITIL Awareness Course provides an excellent conceptual overview of the ITIL Framework and what makes it such a commonsense methodology. The Art of Service is accredited to provide IT Service Management training, with the Global accreditation board (EXIN).
All eLearning Prices for ITIL Awareness Course are in $ US – all incl taxes.
For more details about ITIL Awareness Course, please visit: HYPERLINK “https://secure1.websitecomplete.com/itilsurvival/shop/showProd.asp?prod=220” https://secure1.websitecomplete.com/itilsurvival/shop/showProd.asp?prod=220 Let’s have a glance over ITIL Awareness Course and Course Curriculum: 1.
Introduction: – Structure of the library – ITIL’s and It Service Management’s key concepts and objectives – Certification program overview: Foundation, Practitioner and Service Manager levels – Overview of relationships between the ITIL processes 2.
Descriptions of the goals, objectives, activities, relationships in the Service Support (operational) processes and the Service Desk function: – Service Desk – Incident Management – Problem Management — – Capacity Management – IT Service Continuity Management – Security Management Similarly, in addition to ITIL Awareness Course, there are other courses which are discussed below: ITIL online course “Foundations” – Relatively new course programs that are designed to give the participant the flexibility that a attendance type course cannot ITIL online course “Foundations”– what to expect: ITIL Online course should be conducted in a virtual classroom, accessible through the Web.
This removes the need to schedule time off for critical members of your organization for training.
This allows far more flexibility as this type of course allows people to study at a time and place that is convenient to them. ITIL online course “Foundations”– who should participate? Anyone dealing with any delivery of IT Services, from Senior Managers to Help Desk personnel.
The course should explain in detail the 10 core processes and the Service Desk function of the ITIL framework, 5 Service Support (Incident Management, Problem Management, Change Management, Release Management and Configuration Management) and 5 Service Delivery processes (Service Level Management, IT Financial Management, Capacity Management, Availability Management, IT Service Continuity Management). ITIL online course “Foundations”– Let’s not forget Security! One point that concerns me is the number of organizations offering these courses that have not included Security Management.
These courses must also cover Security Management as this is a requirement of the accreditation agencies! It should explain the concept behind the framework, relationships between processes and teach students how to communicate using a common language that ultimately leads to a more efficient, cohesive environment.
This can be done through a number of individual methods such as streaming broadcast or interactive modules. ITIL is a seven book series, in the public domain, that guides business users through the planning, delivery, and management of quality IT services.
ITIL is a set of internationally accepted best practices that assists organizations in aligning IT services with business requirements.
ITIL provides guidance on how to link specific business and service processes together across IT departments to cross-functionally and holistically provide quality IT service support and service delivery to the Customer community. The ITIL Certification Program is based on a “core set” of ten processes and one function.
There are five processes targeted at service support and five processes focused on service delivery.
The VITA Customer Care Center (VCCC) Service Desk interfaces to all ten processes to provide a single point of contact to IT from the Customer community. The Service Support processes and goals: Configuration Management- To identify record and report on all IT components that are under the control and scope of Configuration Management. Incident Management-To restore normal service operation as quickly as possible and minimize the adverse impact on business operations. Change Management-To ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents and improve day-to-day operations. — Many organizations have embraced the ITIL concept because it offers a systematic and professional approach to the management of IT service provision along with other ITIL Benefits.
There are many benefits to be reaped by adopting the guidance provided by ITIL.
Such ITIL Benefits include but are not limited to: Improved customer satisfaction Reduced cost in developing practices and procedures Better communication flows between IT staff and customers Greater productivity and use of skills and experience ITIL provides IT professionals with the knowledge and resources they need to run and maintain an effective and efficient IT Infrastructure that meets the needs of their clients while keeping costs at a minimum. ITIL Benefits of using the ITIL framework: Increase customer satisfaction with IT services Reduce risks and costs Standards and guidance for IT staff A quality approach to IT services Let’s see Why ITIL Can Help along with other ITIL Benefits: Many executives express frustration as they attempt to reign in the chaos and expense associated with their IT investments but find little in the way of substantive guidance.
The IT Infrastructure Library (ITIL) has emerged as the worlds most widely accepted approach to the management and delivery of IT Services. Gartner measurements on ITIL Benefits show that the overall results of moving from no adoption of IT Service Management to full adoption can reduce an organization’s Total Cost of Ownership by as much as 48%.
ITIL currently has over 100,000 certified (trained) professionals and consultants, primarily in Europe, Australia and Canada, with only a small fraction of those certified professionals residing or practicing in the U.S. By adopting IT best practices, what type of ITIL Benefits can an organization expect? Beyond the quantifiable ITIL Benefits, delivered from the implementation of ITIL, there are also qualitative ITIL Benefits.
Successful introduction of IT Service Management with ITIL should deliver type of ITIL Benefits to organizations: Improved Customer Satisfaction Improved ROI of IT
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