Let’s begin with the basics: ITSM is a collection of management processes that help you manage and deliver IT Services.
It is a set of best practice guidelines and is most successful where organizations choose and use the parts that best suit their business.
A fix all? Or Scary complex?
Unfortunately ITIL , it is often made more complex and/or into a silver bullet that will solve all your IT Service problems.
It isn’t either of these things, but if applied well it will improve your IT Services by more than it costs you.
ITIL v3 encourages us to think about services as products and to deliver services that that our customers actually want.
In an age when the business and the Service Desk are striving to ensure that they are aligned and this is an important lesson, even if that is all you take from ITILfor now.
ITSM delivers great benefits, and earlier in this guide we put the Service Desk at the centre of ITIL®. So the focus should be to use these management processes to help us deliver a great service to our customers.
SLAs and OLAs are documents that define the processes that need to be followed. As a service desk you interface with support teams, both within and outside your business, such as network or system teams or 3rd party suppliers who contract to you for part of the support you provide.
In both of these areas you need to bear in mind that YOU will be seen by the customer as responsible for the quality of service provided by these people, so it is in your interest to ensure they are well managed.
The key thing is to use them as a way of building an effective working relationship and use that to prevent service shortfalls occurring – or if they do happen, as a way to rapidly fix them.
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