Service Desk Managment DataSheet

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Downloads >> Process Mapping Templates >> ITIL Service Desk Process >> Overview

ITIL Service Desk Best Practice Process Maps

Background to Service Desk and ITIL

ITIL stands for Information Technology Infrastructure Library. ITIL was originally created by a UK government agency (the CCTA) and is now being adopted worldwide as the de facto standard for best practices in the provision of IT Service. See how these maps were built.

All of the ITIL process maps created in this set are based on Microsoft ITIL extension documents provided from the Microsoft Operations Foundation and the ITIL standards 2.0 and 3.0 documents. These documents are long and can be difficult to understand. Our goal in creating the process maps for the ITIL documents was to develop a systematic approach to implementing ITIL best practices. By instigating these effective and repeatable best practices, we can monitor and improve upon quality, training and technology transfer, compliance and efficiency. See licensing and pricing options.

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The Service Desk Best Practice Maps contain:

• Service Desk Dashboard
• Operate Service Desk
• Communicating with Customers
• Promote and Market Service Desk
• Managing Costs and Recovery
• Preparing Reports
• Monitoring
• Optimize Service Desk
• Determining Outsource Requirements
• Optimizing Staff Levels
• Optimizing Staff Skills
• Optimizing Physical Workspace
• Optimizing Technology
• Reviewing and Optimizing Monitoring and Reporting
  

Click on the image below to view the Process Map in HTML format

Learn more about ITIL Processes with this short video explanation