The service desk is an essential Information Technology Service Management tool. It’s the single point of contact between the IT organisation and the user. The user can be an employee, customer or any other stakeholder. Their service desk can be internal or outsourced to an IT provider.
ITIL Training Blog
In IT management, a problem is the cause of one or more incidents. When an incident occurs, its root cause sometimes requires investigation, but not always. For example, some incidents are easily identifiable and obvious, like a forgotten password or a malfunctioning mouse. We use problem management when the cause is less obvious.
‘ITIL is the most widely accepted approach to IT service management worldwide’, quotes AXELOS. Using ITIL best practices can help businesses, organizations, and individuals adapt and embrace change, transformation, and growth. The process enables businesses and individuals to maximize value from their digital services, including IT. Aligned to the business strategy, this will help meet … Read more