ITIL Problem Management was designed to minimize the negative effects of problems caused by errors with current IT systems. It was also designed to prevent these problems from reoccurring in daily business dealings. Having an ITIL Problem Management program in place would be a wonderful solution to the everyday issues that occur within your company. […]
Salesforce.com Help Desk has added knowledge management to their already established service management software. This will be a “killer application,” according to the Salesforce CEO. Because this application is so widely used, they decided to their product and make it even better. What is Knowledge Management Knowledge management is the grouping of ideas, problems, etc. […]
It is easy to assume in your line of work that change management is a function of control and many would argue that it should be implemented at the same time as your configuration management. Others may tell you that configuration management should be implemented first as it is the dominating ITIL method. The Realities […]
An integral feature of how to implement service level management is the service catalog. There are two types of service catalog, the records based service catalog and the actionable based service catalog. Knowing the difference in the two types of service catalog can be crucial to making the right choice for your company. There are […]
Your service desk can demand several functions from your IT team, such as handling your employee workstation and application problems and also making sure that the technology you have in place for handling customer requests is functioning at top performance. Service desk management tools can address both of these issues and help you get the […]