Management aims to minimize disruption to the business
by restoring service operation to agreed levels as
quickly as possible. It is the first process
instigated when introducing the ITIL quality framework
to a Service Desk, and offers the most immediate and
highly visible cost reduction and quality gains.
IT Service Desk provides a vital central point of
contact between the customer and the IT organization.
The Service Desk encompasses a range of services that
reach beyond the typical Help Desk, including the
ability to process incidents, problems, enquiries,
change and service requests, and IT service management
processes (e.g. Configuration Management).
The IT Service Desk is often seen as the ‘front door’
into an organization where quality service is
delivered. Its purpose is to ensure that customers are
able to resume their work as quickly as possible
following a disruption to an IT Service, minimizing
the adverse impact on business operation.
“OnTarget Services” is a company which has the
experience and methodology to implement enterprise
level Service Management solutions based on ITIL
standard that is capable of meeting the most
challenging support requirements. With the increasing
adoption of best practices, such solution becomes your
cornerstone for automating IT processes and providing
audit trails for regulatory compliance. ITIL is a set
of best practices for IT service management that has
been evolving since 1989. At the core of the library
are two volumes on the service management discipline:
service support and service delivery. The service
support and service delivery disciplines together help
develop the service management capability of an