How will ITIL impact the service desk?

An open discussion on issues related directly or primarily to the service or help desk.
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sharpy
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Wed Jul 13, 2011 11:25 pm

I have to put together a presentation on "How ITIL will impact the service desk" but I don't have a great deal of knowledge on this topic.

Any input would be greatly appreciated.


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UKVIKING
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Fri Jul 29, 2011 4:07 am

sharpy

I have a couple of questions.

Why are you doing a presentation on a topic that you have no knowledge about ?

Are you also planning to do a presentation on 'Boson particles in the Data Centre ? A problem or not ?'

As for impact that ITIL will do on the service desk, it depends

If you use the V2 SS and SD books, the service desk staff will hear 'pwatp' 'pwatp' as the two book land on their desk follows by the rippling sounds of pages being turned

If you use the V3 books, it is 'pwatp''pwatp''pwatp''pwatp''pwatp' and then the sounds of pages
John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Fri Jul 29, 2011 5:12 am

ITIL will not and cannot have an impact on the service desk. It is not an impacting sort of thing.

Someone can get to understand ITIL and then apply that understanding to improving the service desk. How they do it will entirely depend on
a) the current condition of the service desk
b) how well they understand service management and the needs of the organization
c) how skilled they are at analysis and design
d) what objectives they establish

The question is posed by someone with little maturity in service management and possibly even less in understanding of ITIL.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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UKVIKING
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Fri Jul 29, 2011 6:57 am

Diarmid

I beg to differ - in some respects

If I take the 5 ITIL v3 books into the Service Desk and drop them on the Service Manager's desk, there is an impact.

I of course realize that this person is extremely knowledgeable (not) about ITIL and the Service Desk.

Hopefully, the company that he interviewed him with ... realized that

I just needed to share some levity this week
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Wed Aug 03, 2011 7:30 am

I sit here corrected John.

Thanks for brightening my day.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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