Entry Software Corporation

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The Essentials of ITIL® Service Desk

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What are the essentials of an ITIL® implementation project? You could use the ITIL® five-part process as your guide:

  1. Service Strategy
  2. Incident Management
  3. Problem Management
  4. Feedback Management
  5. Change Management

Or, I suggest that you limit your starting project to ITIL® Service Strategy, ITIL® Incident Management, and ITIL® Problem Management.

You can’t get far without an ITIL® Service Strategy. It will provide the team with a framework for decision-making and a foundation for excellent, continually improving service. Read more about this in my ebook – 4 Steps IT Awesome

ITIL® Incident Management. You really must have incident management. It’s a core function of ITIL® and the best way to go about it is to leverage the service book that you put together while developing your ITIL® strategy. I’ve developed some simple steps for this and you can read more on it with my ebook An IT Managers Guide to Implementing ITIL®

ITIL® Problem Management will help you mature. ITIL® talks about problem management as the practice of resolving the root causes of incidents. These c

an be understood through an examination of incidents, feedback from customers and change requests. This whole process is referred to as Problem Management. It’s critical to ITIL® and will really help your organization mature and grow.

ITIL® Feedback Management is great once you’ve got 1, 2 and 3 in place. I’ve worked through surveying and have developed some very sound strategies, questions, and reports that you can download. Here’s a link to my blog post Help Desk Customer Satisfaction Survey Best Practice where you can download the survey questions and reports.

See how TeamHeadquarters can help with your ITIL® strategy

What are the essentials of a good ITIL® project? Well, it all is really essential but unless you have a sound ITIL® Strategy, with effective and usable ITIL® Incident Management and Problem Management processes then all the feedback and change management in the world won’t help you. Focus on items 1 through 3 above, master them and then you can spend your time on 4 and 5.

Good luck – contact us to discuss ITIL® or tell me what you think.

The impact of Integrating Service Desk into a Project Management Solution

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There is a significant opportunity to enable the project management processes with more accurate, available, and real-time information when integrating service desk into a single software platform. In this blog post, we’ll review the project management processes as defined by the PMBOK 5th Edition and how the proposed integration can benefit them. It is significant to note that the focus is not to just help the Project Management personnel but, that by improving their access to accurate and real-time information the project management processes themselves will become easier to execute and will be more accurate. Thus, facilitating significant project management improvements.

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