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 to a breakdown in communication channels between developers and support staff, and ultimately releasing applications […]

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 primary role of the Service Desk is to provide a Single Point of Contact between […]

Service Desk Process Kit 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 by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities. […]

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 for distributing a single Release. Overview of Important Steps: 1. Release planning 2. Preparation for […]

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 all information assets and documentation * Implementation and continual review of appropriate security controls * […]

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