Given ITIL’s ability to integrate with other forms of complementary best practice guidance, it makes sense to complement ITIL with a proven, well-established standard of best practices for support centers. That complementary guidance is the HDI Support Center Standard. Attend this webinar to...
06-08-2016 | 11:00 - 12:00 MT
An element of success that must happen if an IT service, process, plan, project, or activity is to succeed. #Practices #CSF #Metrics #ITSM #BusinessAlignment #ITIL #SupportOperations
Acronym for IT asset management . #AssetManagement #ITIL #ITSM
The sum of an organization’s IT-related hardware, software, data communication facilities, procedures, and documentation; physical and organizational structures. #ShadowIT #ITIL #ITSM #Infrastructure
(1) The tracking and optimization of IT equipment and related products; the implementation of a set of operating and accounting procedures intended to maximize the return on investment (ROI) of the equipment assets of an organization, especially capital assets. (2) According to ITIL, asset...
The highest category of impact and urgency for an incident ; a major incident results in significant disruption to the business. #ITSM #ITIL #ProblemManagement #IncidentManagement
The single point of contact (SPOC) between the service provider and its users. A typical service desk manages incidents and service requests and handles communication with the users. #ServiceDesk #ITIL #SupportModels #SPOC #ITSM
ITIL, previously known as IT Infrastructure Library®, is widely used as guidance for IT service management. ITIL and IT Infrastructure Library are registered trade marks of AXELOS, Limited. #ServiceTransition #ServiceSupport #ServiceDelivery #Processes #ITIL #ServiceStrategy ...
(1) The underlying cause of one or more incidents whose root cause is usually not known. (2) The words “problem” and “call” or "issue" are often used informally as all-encompassing terms for customer requests received from various communication channels. #ProblemManagement #ITIL #ITSM ...
A term used to describe the service desk or support center’s role as the customer’s one-stop resource for all support-related issues and requests. #ITSM #ServiceDesk #SupportOperations #SupportChannels #SupportCenter #SupportModels #ITIL