service desk: an update
DESCRIPTION
TRANSCRIPT
![Page 1: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/1.jpg)
SERVICE DESK An Update
A CHANGE IS AS GOOD AS A REST!
![Page 2: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/2.jpg)
Change Programme
Modern Working Environment
Service Desk
![Page 3: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/3.jpg)
![Page 4: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/4.jpg)
ITIL & IT Service Management
Raising AwarenessPromoting Best PracticeOther streams of ITIL
ILX on line training Training - Investment in people RUGIT – Quality Group ITSM Web site
![Page 5: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/5.jpg)
ITIL v3 Lifecycle Approach
![Page 6: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/6.jpg)
The Risk of Going Shopping
Service Desk & IT Support ShowRisks & Options
Risk Matrix
![Page 7: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/7.jpg)
Presenting Our Wares
Raising awareness Presentations Talks
Engagement Meetings Representation RUGIT
![Page 8: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/8.jpg)
Change Programme - ITSM
Software replacement
Investment People Processes Products Partners
![Page 9: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/9.jpg)
Lessons Learnt
Phased approachRealistic timelineProcedures & ProcessesSupport structures
![Page 10: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/10.jpg)
Go Live Go Live date – 30th June 2008!
World Leading
Service Support
![Page 11: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/11.jpg)
Future Scope
Attracting Investment
Academic Start up
Corporate Business System
![Page 12: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/12.jpg)
Investment in Software
![Page 13: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/13.jpg)
Investment in our World
Leading Status
Investment in our Customers
![Page 14: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/14.jpg)
INSRV ITSM links:
http://www.cardiff.ac.uk/insrv/itsm
![Page 15: Service Desk: An Update](https://reader033.vdocuments.us/reader033/viewer/2022061212/5494a71bb47959654d8b4b86/html5/thumbnails/15.jpg)
Questions
John Elliott - Service Manager
Lorraine ForsterService Management Consultant