IT Help Desk vs. Service Desk vs. ITSM - what's different
ITIL Wiki: Wiki about the IT Infrastructure Library ITIL and IT Service In the ITIL glossary, many terms contain links to related ITIL Wiki pages, such . Our approach to presenting the ITIL concepts in the form of process diagrams and document. The ITIL (Information Technology Infrastructure Library) has. Breaking down IT service management and related concepts The ITIL ( Information Technology Infrastructure Library) has become the effective aimed at resolving the errors and inconsistencies in the text and diagrams across the suite.
IT Service Continuity Management - Ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services. Information Security Management - Ensure the confidentiality, integrity and availability of an organization's information, data and IT services.
Compliance Management - Ensure IT services, processes and systems comply with enterprise policies and legal requirements. Architecture Management - Define a blueprint for the future development of the technological landscape, considering the service strategy and newly available technologies.
Supplier management - Ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments.
The purpose if ITIL Service Design is to ensure that the services being developed fulfill the organizational intent described in service strategy and take into consideration things like supportability, risk management and business continuity.
The more service integration and management issues that can be addressed during service design, the easier service transition becomes. Change Management - Control the lifecycle of all changes to enable beneficial changes to be made, with minimum disruption to IT services.
Change Evaluation - Assess major changes before those changes are allowed to proceed to the next phase in their lifecycle. Project Management - Plan and coordinate the resources to deploy a major release within the predicted cost, time and quality estimates.
Application Development - The development and maintenance of custom applications as well as the customization of products from software vendors to provide the IT services that users need.
Release and Deployment Management - Plan, schedule and control the movement of releases to test and live environments -ensuring that the integrity of the live environment is protected and that the correct components are released. Service Validation and Testing - Ensure that deployed releases and the resulting services meet customer expectations, and to verify that IT operations can support new services. Service Asset and Configuration Management - Maintain information about configuration items required to deliver an IT service, including their relationships.
Knowledge Management - Gather, analyze, store and share knowledge and information - improving efficiency by reducing the need to rediscover knowledge.
Best practices for service request management - Atlassian Blog
In this phase of the lifecycle, the design is built, tested and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes and transition planning to ensure that all stakeholders are prepared for the service release. ITIL Service Operation The objective of ITIL Service Operations is to make sure that IT services are delivered effectively and efficiently by fulfilling of user requests, resolving service failures, fixing problems and carrying out routine operational tasks Event Management - Ensure CIs and services are constantly monitored, and to filter and categorize events to decide on appropriate actions Incident Management - Manage the lifecycle of all incidents to return the IT service to users as quickly as possible.
Access Management - Grant authorized users the right to use a service, while preventing access to non-authorized users. Problem Management - Manage the lifecycle of problems to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.ITIL V3 Lifecycle Components - ITIL V3 Foundation Training - ITIL V3 Classroom Training
Root cause analysis, RCA is performed to find a permanent solution IT Operations Control - Monitor and control the IT services and their underlying infrastructure, including execution of day-to-day routine tasks related to the operation of infrastructure components and applications. Facilities Management - Manage the physical environment where the IT infrastructure is located, including things like power and cooling, building access management, and environmental monitoring.
Application Management - Responsible for managing applications throughout their lifecycle and making decisions to support continuous improvement of application components. Technical Management - Provides technical expertise and support for the management of the IT infrastructure Closure - Set up an automation rule to automate ticket closure process or let end users close tickets themselves through the self-service portal.
Service operations oversees the daily overall health of the services that are delivered to users and business function. This includes managing disruptions to service and ensuring restoration after incidents; and determining the root cause of problems.
Help desk vs. service desk vs. ITSM: What's the difference?
It also includes the service desk activities such as handling end-user requests and managing service access permissions. Service Review - Review business services and infrastructure services on a regular basis to improve service quality and to identify more economical ways of providing a service. Process Evaluation - Evaluate processes on a regular basis, including identifying areas where the targeted process metrics are not reached and holding regular audits, maturity assessments and reviews.
Definition of CSI Initiatives - Defining specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. Monitoring of CSI Initiatives - Verifying that improvement initiatives are proceeding according to plan and introducing corrective measures where necessary. The Continual Service Improvement process aims to continually improve the effectiveness and efficiency of IT processes and services.
Companies will often structure their improvement efforts into CSI Initiatives which are prioritized and managed ad projects as compared to other service management tasks which are treated as ongoing operations. The objective of CSI initiatives is to define and execute specific efforts aimed at improving services and processes based on the results of service reviews and process evaluations. The 5 stages of the ITIL Service Lifecycle work together to support all aspects of service management including the creation of new services and making changes to existing services.
Companies will often leverage ITIL and other frameworks together to support their holistic organizational needs. Some of the common frameworks implemented alongside ITIL include: Deliver a self-service experience employees will love while making it easy for them to ask for help and find answers.
When you incorporate automation into your self-service capability you reduce the overall workload for your IT team by removing common repetitive tasks. To the left, to the left: Shift left is the new buzzword in ITSM, so what does it mean? This speeds up the resolution time for customers improving the customer experiencesimplifies support activity and reduces the overall cost of request fulfillment.
Where can you begin? Leverage automation to speed up the follow-up communications your agents complete manually today, to improve the way you communicate with customers once they have submitted a request and to keep them updated on estimated resolution time or recommend knowledge articles they may have missed before submitting the request.
A customer requests help from your service catalog or via email. If needed, they send the request for financial or business approval. Service request management best practices So what does it take to create an actionable service catalog and an efficient request fulfillment process? Jira Service Desk provides a fantastic way for IT teams to quickly deploy a service request catalog. This delivers immediate value to customers and allows the IT service desk team to learn as they build out future phases of the request catalog.
This will allow the IT team to best manage the request offering over time. This step is very important for more complex request offerings that will evolve over time. Standardize the approval process where possible. Review the request fulfillment process and procedures to identify which support teams are responsible for completing the request, and if any special requirements exist.
The ITIL Story
Identify what knowledge information should be available in the knowledge base when a request offering is released. The overall goal of self-service is to give your customers what they want faster and to deflect requests where possible, so if you can answer a question in a common FAQ, include this knowledge as a part of the plan when creating the service request offering. Review Service Level Agreements SLAs to ensure you have the proper measurements and notifications in place so that requests are fulfilled in a timely manner.
Identify what reporting is needed to properly manage the lifecycle of a service request and request offering in the catalog in the long term. Powered by the Jira platform, Jira Service Desk is purpose built for IT teams and is the most collaborative service desk on the market. So why use Jira Service Desk for service request management?