Start by reviewing the PowerPoint presentations in the following order: Event Management, Access Management and Request Fulfillment Intro Presentation.-This presentation gives an introduction to the toolkit. Event Management ITIL V3 Access Management ITIL V3 Request Fulfillment ITIL V3 Service Desk ITIL V3 Presentation 2-5 provide a detailed and comprehensive overview of Event Management, Access Management, Request Fulfillment and the Service Desk processes in the specialist areas of ITIL Version3 and in particular, within the Service Operation phase.
The Service Desk resources are included as the Service Desk is the function that performs the activities of each of the processes. These presentations will give you a good knowledge and understanding of all the terms, activities and concepts required within the Service Desk, Event Management, Access Management and Request Fulfillment.
They can also be used as the basis for management presentations or when making a formal business case for the Service Desk, Event Management, Access Management and Request Fulfillment implementation.
Make sure you pay close attention to the notes pages, as well as the slides, as references to further documents and resources are highlighted here. Step 2 If you did not look at the supporting documents and resources when prompted during the PowerPoint presentations, do this now. Below is an itemized list of the supporting documents and resources for easy reference.
You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation. Presentation: Event Management ITIL V3 – Roles and Responsibilities Event Management process flow Technology Considerations Presentation: Access Management ITIL V3 – Roles and Responsibilities Metrics of the Service Desk Presentation: Request Fulfillment ITIL V3 – Roles and Responsibilities Technology Considerations Metrics of the Service Desk Presentation: Service Desk ITIL V3 Business Justification Document Service Desk Roles and Responsibilities Service Desk Review Document Service Desk Metrics Communication Plan Business Flyers Step 2 continued… Alternatively, continue by working through the Implementation Plan, Service Desk Review Doc and Example Service Desk Project Plan with the focus on your organization.
This will help you ascertain the Service Desk, Event Management, Access Management and Request Fulfillment maturity for your organization.
You will able to identify gaps and areas of attention and/or improvement. The supporting documents and resources found within the toolkit will help you fill these gaps by giving you a focused, practical and user-friendly approach to Event Management, Access Management and Request Fulfillment
Read more about Service Desk ITIL V3 : Event Management ITIL V3 Access Management ITIL V3 Request Fulfillment….: