5/5/2010
Does this sound like you? Falling levels of data integrity and user satisfaction, rising levels of anxiety over SLAs and working hours, lengthening resolution timescales and missed deadlines for management reporting?
5/5/2010
Even now, almost 20 years since ITIL was first created, there are still huge misconceptions about it; what it is, what it can do and what the benefits are. One of the most common fallacies is that ITIL is an ‘all or nothing’ endeavour and that to take advantage of the ITIL approach, an organisation must implement all elements across all aspects of the Service Desk. Not true! Having implemented over 500 ITIL-compliant service desks, I’m here to tell you that even a little bit of ITIL does you good.
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