Download Ebook: ITIL Handbook

itil-1 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

itil-3 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

itil-4 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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Problem Management

itil-5 The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. Problem Management is a proactive approach that prevents recurrence of incidents.

Problem management brings strategy to your helpdesk; it helps you move from your firefighting mode to a proactive mode. In simple words, the disruptions faced by users are mostly different instances of a problem. When you find and eliminate the root cause of all the Incidents, you also prevent future incidents.

Here’s a sample Problem Management workflow. Consider this as a basic format and make changes wherever required.

Change Management

itil-6 Most small businesses feel that Change Management is too controlling and that it is not possible to implement change quickly when you have a long-drawn process. Change Management will not be complicated unless you plan to complicate it. It is about having a simple plan and organizing yourself so that you don’t have surprises downtime.

In my opinion, every organization needs change management. It helps IT Managers and IT staff to keep executives and stake holders informed when important changes happen. When everyone from executives to IT staff is involved from decision-making to implementation it leaves no space for unwanted surprises.

Release Management

The goal of Release Management is to plan, educate users and implement changes smoothly.

CMDB (Configuration Management Database)

The goal of CMDB is to build and maintain an asset database of hardware, software, associated documents and their relationships.

Implementing ITIL Service Support with Service Desk Plus

itil-7 ServiceDesk Plus gives you the complete ITIL Service Support Framework with Incident, Problem, Change Management, and Release Management with CMDB. You will see all the modules as soon as you install ServiceDesk Plus.

Install Service Desk Plus

ServiceDesk Plus Installation is simple and straightforward. You can install on any Windows Server / workstation or Linux Server/ workstation. There is no web server or database configuration required. It packs a MySQL database and an Apache Tomcat server that will be configured automatically when you install. Follow the installation wizard When you click Finish, you are done.


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