Application Management Lifecycle

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Application Development processes should be implemented as part of a coordinated approach to IT Service Management, although in many cases this fails to happen. When the development of applications is not integrated with the rest of ITSM, it often leads … Continued

Service Desk Skills

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Due to the role played by the Service Desk, staff members need to have (or have the ability to develop): * Communication Skills * Technical Skills * Business Understanding. The most important of these three is communication skills, as the … Continued

The Service Desk Goal and objectives

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Service Desk Process Kit–desk-process-kit-isbn-tk00225.html The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk …   The primary goal of the Service Desk is to support the agreed IT service provision … Continued

Release and Deployment Activities

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Key Points: The Release Policy is the overarching strategy for Releases and was derived from the Service Design phase of the Service Lifecycle. The Release Plan is the operational implementation for each release. The Deployment Plan is the documented approach … Continued

Information Security Management Activities

The activities of Information Security Management are involved in multiple phases of the Service Lifecycle, including the: * Development and maintenance of the Information Security Policy * Communication, implementation and enforcement of the security policies * Assessment and classification of … Continued