OK, to start with it’s not a desk that helps people! A help desk is a team of individuals (generally support staff) that provide solutions and resolutions to customers experiencing problems. Generally working at the 1st tier of the support model they are responsible for Incident reporting and resolution vs. Problem Management (I shall discuss […]
WHAT IS A HELPDESK? Read More »
Continuing our discussion about ITIL Service Strategy, lets start talking about Sourcing. Sourcing is about analysing how to most effectively source and deploy the resources and capabilities required to deliver outcomes to customers. A sourcing decision is key in determining the best combination of suppliers (internal vs. external) to provide the most cost effective and
TO SOURCE, OR OUTSOURCE … THAT IS THE QUESTION! Read More »
The Service Portfolio describes the commitments and investments made by a service provider to its customers across all market spaces. In a nutshell, it states what the company is able to do and how it will do it while also accounting for previously agreed upon commitments. The Service Portfolio also talks about new products and
SERVICE PORTFOLIO MANAGEMENT Read More »
Service Provider Types Although most aspects of service management apply for all types, it is important to differentiate between them. The domains of customers, contracts, competition, market, income, and strategy have a slightly different meaning for the different types. Type I- Internal Service Provider : Type I is a service provider that is embedded within
TYPE I, II AND III PROVIDERS Read More »
Competition is extremely fierce in the world of business, only a handful survive, and some can barely keep up with the demands of the times. That’s why it is necessary to have an idea of what it takes to be successful and an integrated strategy to help maintain excellent service results. ITIL discusses at length
THE 4 P’S OF SERVICE STRATEGY Read More »
I think you all know that I’m a big fan of ITIL but sometimes I think it does get overly complicated (despite what I’ve said in previous posts). Take the definition of services for example: Internal vs. External OK now, I know its not rocket science by any means, but Internal services are those delivered
ITIL DEFINITION OF SERVICES Read More »
Perhaps somewhat self-explanatory, but Service Strategy is the strategy used by a business to execute its business objectives and meet the customer’s requirements. Utilizing Service Strategy within a business ensures that the business is able to create value for its customers and shareholders by contributing to the value and not just the costs of the
SERVICE STRATEGY – AN INTRODUCTION Read More »
Incident Management and Problem Management are both key components of the ITIL service model and have been defined and created in an effort to provide a better and more streamlined service to consumers. ITIL itself stands for the – Information Technology Infrastructure Library – and comprises of the following books: ITIL Service Strategy ITIL Service
The Difference Between Incident Managment and Problem Management Read More »
