ITIL Service Operation
ITIL Service Operation
Service Desk function
A critically important function used by the business and all IT Operations and technical teams. Ensure that the Service Desk is effective and efficient is fundamental in the provision of exceptional customer service. The Service Desk is the Customer facing entry point for the business into IT.
Whitmore Solutions Service Desk related services are extensive including:
- Service Desk design
- Review of internal / outsourced Service Desk requirements and benefits
- Service Desk operational and process assessment
- Process development
- Development of prioritization, categorization procedures included CTI (Category, Types and Item) classifications
- Development of escalation procedures 9both functional and hierarchical)
- Report and metric development and production
- First Line investigation and diagnosis service implementation
- Role definition
- Skills development
- Service Desk script development
- Self Help tool design
- Development of Request Management procedures and work flow
Incident Management
In addition to the Service Desk operational activities, other Incident Management procedure development includes:
- 2nd/ 3rd Line Incident Management procedures
- Major Incident procedures
- Incident Models
- Incident diagnosis techniques
Problem Management
Closely linked to Incident, Change and other ITIL processes, the Problem Management function is involved in the prevention of recurring Incidents and taking steps to minimize Incident impact. Whitmore Solutions are able to assist in:
- The definition of Problem Management scope and how it differs from Incident Management
- Problem record categorization and prioritization
- Distinction between reactive and proactive Problem Management processes
- Development of Knowledge Management tools
- Problem Management report development including trend reporting
- Problem Management techniques
- workaround development
- Major Problem reviews and development of Problem Review templates and reports
To learn more information regarding our ITIL Services, select an option from the left hand Services/Products menu or email This e-mail address is being protected from spambots. You need JavaScript enabled to view it
