ITSM Meetup - New York

"This Meetup is all about sharing your experience and gaining some knowledge on IT service Management from real time IT managers & directors. We also invited one of the top IT director to share his experience in setting up a successful ITIL/ITSM environment with the right process & people. It's a great opportunity to learn from the best, network with other members of this community, and improve your IT skill set."

Join now!

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ITIL Simplified with ServiceDesk Plus - A Walk-through with Real-Time Scenario

We have with us, Bob an “ITIL Hero” who managed to simplify the ITIL Implementation using ServiceDesk Plus.

This is a Real-time scenario that can happen to anyone. Imagine your payroll system going down by the end of the month. The Payroll team is under immense pressure to complete their work. For the IT team this is a High Priority, High Risk scenario. How do you handle it?

Come! Let’s see how Bob, an “ITIL Hero” who simplify the ITIL Implementation using ServiceDesk Plus handles this scenario.

It was just a regular day at work and Bob was going through the helpdesk tickets in ServiceDesk Plus when he found some incidents like

“The payroll software frees randomly and I am not able to work continuously”
“BSOD Error when accessing certain tabs in the payroll software”
“Payroll software taking more time to save changes”
“Performance issues with the Payroll Software”

By taking a look at these incidents, Bob was able to understand that something was wrong with the Payroll system and he needs to act fast. Instead of getting multiple technicians to work on these issues, he quickly created a new problem in ServiceDesk Plus and attached all the related incidents to this problem.

With Problem Management in ServiceDesk Plus, he did a detailed analysis on the Impact, Root Cause and the Symptoms of the problem. The root cause analysis helped him deduce that the payroll software was in an older version and he had to upgrade the software to get it resolved.

Since it is the end of the month, the payroll team was using the software quite extensively. Hence Bob had to find a workaround to get the application working ASAP. He researched for possible workarounds and found that restarting the services made the application to run without issues for a few hours. He created tasks to restart services every day. However it was evident that to resolve this problem the upgrade of the payroll system was necessary. Since this upgrade involved risks, Bob created a CR to handle this change.

The Change Management module helped Bob plan the change properly and also provided him with an option to go for multi-level approvals. Also the CMDB relationship map helped him to make sure there weren’t any other services or users impacted by this change. He then added the CAB members associated with this change and requested for their recommendations. Based on the recommendations from the CAB members, the Change Manager approved the change and Bob was able to implement, review and close the change successfully. The change carried out resolved the problem. The Solutions and Workarounds updated in the Problem was automatically added to the Knowledge base for future reference. Using the effective automations in ServiceDesk Plus, Bob was able to notify the requesters and technicians of the associated Incidents and eventually close them.

By the end of the day, Bob was able to easily answer his boss, since each and every process was completely documented using ServiceDesk Plus and also the reporting options in ServiceDesk Plus allowed him to generate and email detailed reports in a jiffy.

Bob made ITIL Simplified using ServiceDesk Plus. Now, it’s your turn!

ServiceDesk Plus Official Website : www.servicedeskplus.com

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Free ITIL Calendar from ManageEngine ServiceDesk Plus

Here is an interesting funny comical calendar from ManageEngine ServiceDesk Plus. I have registered for my copy already. Register now! bitly.com/T5aSKu

From ManageEngine ServiceDesk Plus,

"We all use calendars. It could be Desk Calendars, Desktop Calendars, Wall Calendars, Magnetic Stick Calendars or even Mobile Calendars. We buy or set Calendar themes depending on our mood and interests. But how often have you come across a calendar which is based on ITIL? Here’s a not-so-serious Desk Calendar based on ITIL, which we hope brings a smile on your face. We can’t wait for you to start using the calendar, which is why we’ll ship it to you for free.All you need to do is send us your shipping details, and we’ll get the elves working. Go ahead, Check it out! And send us your feedback."

Check the link below to get the ITIL calendar for free now !

http://www.manageengine.com/products/service-desk/free-itil-calendar.html

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Gartner Magic Quadrant for IT Service Support Management Tools

IT service desk tools themselves are no longer sufficient for maintaining business productivity. IT organizations selecting these tools should use this Magic Quadrant to evaluate vendors regarding technical requirements and ongoing infrastructure and operations maturity improvement efforts.

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ITIL Infographics

 

Image originally posted on ITIL Infographics, ServiceDesk Plus Blog

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How ITIL-based IT Help Desk can help Small and Medium Businesses

Introduction:

Everybody figures out Bob! Steve Is profitable In a IT Team ones Cost Programs company. If the Health provider office Administrator Have access to a problem, They begin to Or simply shoot your guy Coupled with say, “Hey Bob, I own a predicament here, Being disloyal address it”.

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Submit Your Help Desk Story

Hi friends,

This is my 100 th post. And this blog has been visited 32,606 times so far. Thank you for following me and providing excellent support.

From now onwards, i will be providing a way to submit your help desk story, it may be link, pic, video, presentation, pdf file, white paper, case study or anything here to get featured.  

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ITIL History On the Timeline

Here is the history of ITIL given on the timeline.

Data from the source :

1972: IBM starts research on quality service delivery called information Systems Management Architecture (ISMA).
1980: IBM publishes Volume I of the IBM Management series titled "A management System for the Information Business", first public edition of ISMA.
1986: CCTA authorizes a program to develop a common set of operational guidance with the objective of increasing efficiencies in Government IT.
1988: "Government Infrastructure Management Method (GITMM)", is formalized and issued as 'guidelines' for Government IT operations in the UK focused on Service Level Management. Same year, the development team was expanded and work continued on Cost, Capacity, and Availability.
1989: GITMM title is inadequate. It is not a method, (last M), and it should lose its G letter in order to be marketable out of government. Renamed to ITIL.
1989: First 'ITIL' book published, Service Level Management, then Help Desk (incorporating the concepts of Incident Management), Contingency Planning, and Change Management. Books had 50-70 pages.
1990: Problem Management, Configuration Management and Cost Management for IT Services published.
1991: Published - Software Control & Distribution, on 89 pages.
1992: Availability Management, 69 pages.
1996: (July) First ITIL Service Manager class delivered in US by US company, ITSMI, 16 attended, 10 candidates, nine passes, one distinction, first US company authorized as an ITIL accredited course provider - ITSMI.
1997: Customer focused update to the Service Level Management book, 106 pages.
1997: ITIMF legally becomes what we know today as the IT Service Management Forum (itSMF UK).
2000: Service Support V2 published, 306 pages.
2001: Service Delivery V2 published, 376 pages.
2001: CCTA became a part of the Office of Government Commerce (OGC)
2002: Application Management, 158 pages, Planning to Implement IT Service Management, 208 pages and ICT Infrastructure Management, 283 pages, published.
2003: Software Asset Management, 146 pages, published .
2004: Business Perspective: The IS View on Delivering Services to the Business, published, 180 pages.
2006: (June) ITIL Glossary V2 published
2006: (June) APM Group Limited announced as preferred bidder of ITIL accreditation & certification program, over the itSMF International (expectant winner)
2007: (May) ITIL V3 five core books published.


* Data based on third party reference as per the source http://itservicemngmt.blogspot.in/2007/09/brief-history-of-itil.html

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