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Service Desk for ITIL
Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.
“One of the symptoms of an approaching nervous breakdown is the belief that one’s work is terribly important.” -- Bertrand Russell
The British Are…Here!
Created by the United Kingdom’s government, ITIL is a framework of best practices assembled to help deliver the principles of high quality information technology service management. Widely accepted and promoted as a de facto standard for IT operations throughout the world, it has gone beyond benchmark aspiration to become a selling point for the industry.
For a company that has defined structure and already follows a “book” of principles in its processes, adopting ITIL is just another goal to attain in order to refine how their service components are managed. If, however, a firm does not have such structures in place and instead has a very unconventional or even laissez-faire approach to its service provisions, then integrating ITIL is often seen as being too controlling and layered with bureaucracy.
Like many standards and principles being advocated in IT organizations, ITIL provides a skeleton for enterprises that seek to put the muscle and organs into their corporate anatomies. Making the business body healthier and rebuilding it so that it is better, stronger and faster improves its capabilities through its processes. Additionally, it works to clarify …
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"The secret to creativity is knowing how to hide your sources." - Albert Einstein |