Monthly Archives: August 2010

From helpdesk to service desk

In general, the IT help desk is staffed by individuals who receive emails or calls from users that require assistance. These requests propel the help desk staff into fire-fighting mode, as they work to resolve the user issues. A service … Continue reading

Posted in Uncategorized | Leave a comment

Implementing ITIL Service Desk Guidelines with Novell Service Desk

Novell Service Desk is certified for 11 out of the 14 ITIL v3 processes. From these 11, the most commonly used are Incident, Configuration, Problem and Change management along with Service Level Management. Novell’ s recommended two-stage approach includes: Phase … Continue reading

Posted in Uncategorized | 1 Comment