IT Service Management

ITIL V3 – Now that the dust has settled, what does it deliver?

ITIL® V3 was unveiled in May 2007. So what does it really mean to your business? If you designed the management of your IT Service on ITIL® processes, do you need to make changes?

The short answer is no…if you have robust processes that are delivering what your customers need and want then you don’t need to change anything.  The ITIL® v2 processes are still a valid and proven way to structure your IT Service offerings.  Maybe there is some added value you could get from investigating v3, but my advice is “if it’s not broken, don’t fix it!”

Creating a Change Plan Template – Part 4

This is a follow on from last week’s imaginatively titled post ‘Creating a Change Plan Template Part 3’ – follow the posts backwards to catch up.

Recap: I’m creating a simple 4 Stage Change Plan Template (CPT) on the subject of how to change a wheel. So far, I’ve done all the up-front designing I need to do, I’ve created an empty Change Plan, and into this I’ve placed 4 Stages as per my design.

Creating a Change Plan Template – Part 3

This is a follow-up to Part 2, posted last week. Recall I’m setting-up a simple 4 Stage Change Plan Template (CPT). The previous posts carry all of the background and set-up info you need.

So far, you’ve created a CPT. However, it isn’t terribly useful at the moment in that it’s just a hollow shell – it has no Stages, and no Tasks. However, as we’ve written these down beforehand it’s a simple case of data entry. Follow these steps carefully to get the rest of the data entered.

1. Login to SerioAdmin, and open a new Change Explorer.

Handling Front-line Staff Shortages

This is a follow-up to last week’s post about basic Helpdesk/Service desk call handling. In this article, I’m going to discuss some strategies and approaches you can take if you simply don’t have enough staff to handle incoming call volumes.

Just to recap, the situation I’m addressing is a chronic shortage of Helpdesk or Service Desk staff to actually answer the telephones and deal with customers – and no budget with which to expand the team.

Secondment.

Does Your Helpdesk/Service Desk Phone Just Ring Out?

I’m prompted to write today by a customer who doesn’t have enough staff on their Service Desk/Helpdesk taking calls from customers, and who is looking for any strategies to help cope with this. The business is both outbound and inbound sales order processing, with a user base in excess of 500.

My first response, naturally enough, is to suggest recruiting more staff. However, our customer is adamant that there is no budget for this.

So where do you start?

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