1. ITIL and the Help Desk Craig Bennion University of Utah
Utah Higher Education Help Desk Conference
October 26, 2007

2. Why Service Management
Align IT services with business needs
Improve quality of IT services
Reduce long-term costs
Improve customer and user satisfaction

3. ITIL and Service Management
Quiz
What is the role of ITIL in Service Management?
To provide an approach based on the best examples taken from practice
To serve as the international standard for Service Management
To serve as the standard model for IT provision
To serve as a theoretical framework for process design

4. ITIL and Service Management
Quiz
What is the role of ITIL in Service Management?
To provide an approach based on the best examples taken from practice
To serve as the international standard for Service Management
To serve as the standard model for IT provision
To serve as a theoretical framework for process design

5. Information Technology Infrastructure Library
A process approach to Service Management
Service Delivery
The Business Perspective
Applications Management
Security Management
ICT Infrastructure
Service Support
Planning to Implement Service Management

6. Help Desk?
So where’s
the Help Desk
in ITIL?

7. Information Technology Infrastructure Library
Service Delivery
Service Level
Financial
Capacity
Availability
Service Continuity
Service Support
The Service Desk
Incident
Problem
Configuration
Change
Release

8. Help Desk vs Service Desk
Resolve incidents quickly
Ensure no incidents are lost
Service Desk
Resolve incidents quickly
Ensure no incidents are lost
Single Point Of Contact (SPOC) for all IT services
Customer advocate
Interface to other IT service processes

9. Information Technology Infrastructure Library
Service Delivery
Service Level
Financial
Capacity
Availability
Service Continuity
Service Support
The Service Desk
Incident
Problem
Configuration
Change
Release

10. Service Level Management
Maintain and improve IT service quality
Monitor and report on IT services
Eradicate poor service
Tools
Service Catalog
Service Level Agreement

11. Financial Management
Provide cost-effective stewardship of assets and resources
Identify the costs to provide a service
Cost justify changes to IT services

12. Capacity Management
Understand business requirements, IT operations, and IT infrastructure
Ensure current and future capacity and performance are met cost effectively

13. Service Continuity Management
Ensure technical and service facilities can be recovered within required business time lines

14. Availability Management
Optimize the capability of the IT infrastructure
Deliver cost effective services
Ensure availability of IT services according to business needs and objectives

15. Incident Management Restore normal service as quickly as possible
Minimize adverse impact on business
Ensure service quality and availability are maintained

16. Problem Management
Minimize adverse impact of incidents and problems on the business
Identify infrastructure errors and provide work-arounds and fixes
Prevent recurrence of incidents

17. Configuration Management
Account for IT assets and configurations
Provide accurate information on configurations
Verify configuration records
Support Incident, Problem, Change, and Release Management

18. Change Management Ensure a standard procedure to implement changes
Ensure prompt handling of changes
Minimize impact of changes related incidents on service quality
Improve day-to-day operations

19. Release Management
Plan and oversee successful rollout of hardware, software and changes
Ensure changes are tested
Communicate changes
Ensure hardware and software being changed is traceable and secure

20. The Service Desk