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Most
organisations now understand the benefits of having Information
Technology (IT) throughout their corporate structure. Few realise
the potential of truly aligning the IT department’s objectives with
the business objectives. More and more organisations start to
recognize IT as being crucial to the service delivery to their
customers.
When
the IT services are crucial to the organisation, you need to be
absolutely positive that the IT group adds value and delivers
consistent services.
With
this in mind as the ultimate goal for the IT organisation, we should
look at the organisation’s objectives.
To
achieve these overarching, organisational objectives, the
organisation has business processes in place. These business
processes can be anything: sales, admin support, financial
processes, etc.
Information systems and technology are fundamental
requirements to providing capability for the organisation to achieve
these business objectives by enabling the activities to be carried
out in an effective an efficient
manner.
Historically,
these processes delivered products and services to clients in an
off-line environment (the ‘brick-and-mortar’ companies). The IT
organisation provides support to the back-office and admin
processes. IT performance is measured internally as the external
clients are only indirectly influenced by the IT
performance.
Today, with online service delivery, the IT component
of the service delivery can be much stronger. The way of delivering
the service is IT based and therefore internal and external clients
measure the performance of the IT group.
Consistent service delivery is more important than the
glimpse of brilliance every now and then. The internal clients
(business processes) and external clients need availability of the
IT services and to be able to expect a consistent
performance.
IT
Service Management is a means to enable the IT group to provide
reliable Information Systems to meet the requirements of the
business processes, irrespective of the way these services are
delivered to the external customers. This in turn enables the
organisation to meet its Business Objectives.
Definition:
IT Service
Management provides effective and efficient process driven
management of the quality of IT services
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THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
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HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
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- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
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the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
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HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
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DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
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HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
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HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
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Fourteen documents
- Hundreds of pages with
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- New practical advice on
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- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated throughout to
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state of their
use
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