How will ITIL impact the service desk?

[sharpy]

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.

[UKVIKING]

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

[Diarmid]

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.

[UKVIKING]

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

[Diarmid]

I sit here corrected John.

Thanks for brightening my day.