Key Measurements for the IT Service Desk

Key Measurements for the IT Service Desk

The IT service desk is a strategic asset to the IT service provider that fulfills a pivotal role in managing the relationship between the customer and IT. The IT service desk provides support for business processes that use IT services and manages a variety of transactional requests, incidents, and queries. The performance of the IT […]

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Incident Categorization: A Method to the Madness

Incident Categorization: A Method to the Madness

Incident categorization is a challenge for organizations. Whether it is due to culture, politics, complexity, or an inability to agree – every organization at some point finds that the categorization of incidents is difficult. Why does it cause so much of a challenge? Every organization is different. The products and services are different. The service […]

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IT Frameworks, Standards and Models

IT Frameworks, Standards and Models

Why Use IT Frameworks? Frameworks like the Information Technology Infrastructure Library (ITIL) are not new. Frameworks existed before there was technology. Why is it that so many organizations have now begun to evaluate and adopt a framework in Information Technology? The basic answer is structure. Organizations need to adopt a structured environment to achieve operational […]

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