Newbie looking for direction!

An open discussion on issues related directly or primarily to the service or help desk.
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Doberman1979
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Tue Jun 29, 2010 5:03 am

Hi there

Firstly, if I have posted this in the wrong section I apologise but I am looking at ITIL from a Service Desk stance.

I am currently an IT Helpdesk Manager and have been since I set my helpdesk up 3.5 years ago. I recently passed my V3 Foundation and would like to progress to ITIL Expert.

From my understanding I can pick modules from both the Capability and lifecycle streams to make up the required level of credits. Now what I would like to know is, in your opinion, as an ITIL qualified SD Manager(s) which are the best/most appropriate modules to study for a person wanting to take a basic Helpdesk and develop it into an ITIL Service Desk?

Regards Simon


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UKVIKING
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Tue Jun 29, 2010 5:59 am

Simon

1st. there is no such thing as an ITIL service desk
2nd. there is no no such thing as an ITIL anything

ITIL is a set of best, better, practices on how to do things

if you have a SD, you have - incident mgmt, problem mgmt, change, config and release - by default

If you have a team dedicated to PM, CCR and the process, procedures etc for these are well linked to the SD / IM process, then you are doing IT SM using ITIL whether you know it or not
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Doberman1979
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Tue Jun 29, 2010 7:49 am

Hi

Maybe not phrased this very well, the upshot is that I want to bring the Helpdesk and try to elevate it (along with the rest of IT) so we operate in line with ITIL's best practices. I appreciate that ITIL can only give guidance and isn’t a concrete set of rules or a definitive way to work.

We have some basics such as ISMS/change control based on ISO27001's model but that’s few and far between, 99% lot of what we do is very much reactive, Unfortunately I work in an environment with very little communication between 2nd & 3rd Line and our software development teams. (I am still awaiting documentation from an integration that took place at Easter and for 2 software products, one rolled out 12 months ago and 4 months ago)

As for teams dedicated to PM and CCR, well, its not great if I am honest :roll:

So its either time to post my updated C.V. out or try to bring this round and to try to change things for the better! My main aim is to make the Helpdesk a better place for my staff to work and provide a better experience for my customers/users. sooooo, If you were in this position, which of the modules would benefit me most please?

Also if any of you are in England/UK have you managed to get your employers to pay for the courses of is it expected that you pay for them yourselves?

Simon
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UKVIKING
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Tue Jun 29, 2010 8:56 am

Hmmm

my first question is

has the senior mgmt signed off on using ITIL BP explicitly ?
If not, dont start- doomed to failure

My next statement is

the SD needs to have good interaction with the Nth line support for resolution. END . PERIOD. STOP.

Spend your time doing that using things like documentation communication etc

once the SD and the incident resolution team work together in their bits of the IM process, then tackle the relationship between the SD, IM resolution team and the PM team

etc etc

Beyond that, I have to comment

Having the ITIL Foundation - means... you can spell ITIL, you can identify the parts.

Going through the intermediate course through to ITIL Expert does not make you one

Implementing ITIL BP is like building a house

While I know how to use a hammer, nail, saw and wood. I am not a builder

You need to have professionals who have done it multiple times to help you from being doomed from the start

While we can give advice here.. it is free advice .. what may be needed is paid for consulting / guideance
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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