• Inok Systems

Why Implement ITIL in Your Organisation?

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The problems most IT managers face today in bigger organisations is keeping their team in control of IT services delivery. Most people respond reactively to problems and events as they occur but not react proactively. All these because unscheduled work tasks usually take priority over planned work hence the IT helpdesk team will always find that they are always behind especially when big problem occurs.

Therefore, the implementation of ITIL framework will address the above concerns. It will be good for IT Manager as they get clear insight into the bigger picture and activities in the IT department. Following this, the IT department will be able to improve IT services leading to improved customer satisfaction through a more professional approach to service delivery

Random Blogpost

Let’s first take a look at the definitions in ITIL:

Call (Service Operation): A telephone call to the Service Desk from a User. A Call could result in an Incident or a Service Request being logged.

Incident (Service Operation): An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set.

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