Good news for ITIL lovers. In my last post about ITIL, I shared an SLA preparation guide. Check a very good hand book about ITIL. Even a beginner can read it very easily and understand the framework of ITIL. I am going to share few parts of this handbook just for reference. For complete handbook, please visit the link given at the end of this post.
Service Support
Today, IT Helpdesk is the lifeline of any business from small to large, and most IT managers and helpdesk managers are struggling to have an efficient and productive helpdesk. We will focus on this problem here. As ITIL Service Support offers the best practices framework for IT helpdesk, let us see how ITIL can help helpdesk managers and IT managers. ITIL’s IT Service Support Module offers best practices to make sure IT Services are highly available.
ManageEngine ServiceDesk Plus Enterprise Edition implements these IT Service Support
modules. To download visit the link under given;
Incident Management
An incident is a disruption of normal service that affects the user and the business. The goal of Incident Management is to restore IT services to the normal state as soon as possible with workarounds or solutions to make sure that it does not affect business.
It may sound like a sugar-coated sophisticated trouble ticketing system. However, Incident Management tells you how to implement an IT Helpdesk that understands and works to meet business priorities.
Here’s a sample Incident Management workflow. Consider this as a basic format and make changes wherever required.
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