service desk process
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The phantom in the tool – mapping existing service desk processes
Even the most dysfunctional service desk has processes. Discovering what these are, mapping and documenting them is the key to designing any new process.
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How much ITSM process is too much?
When it comes to ITSM processes, just how much process is too much? To many of us in the IT industry, process is a “dirty word”, a necessary evil. The word conjures up images of mindless IT bureaucrats more focused on forms than on getting things done. Process is definitely not applicable to today’s world […]