Help Desk White Papers

Series 500: ITIL for the IT Support Industry

• What is ITIL?

  Excerpt: Since many Support Center agents spend the brunt of their day entering call / issue data through a keyboard, or talking with customers on the phone, they are at high risk for induced repetitive stress injuries (RSI).

• Who Uses ITIL?

  Excerpt: It doesn't matter if you are one-person support shop for a public school or a 3000 person call center, ITIL teaches you how to provide technology services, accommodate an IT organization, and create an environment that produces the highest quality.

• How does ITIL benefit organizations?

  Excerpt: This comprehensive guide describes the best ways to manage IT services, such as help desks and call centers, in both public and private organizations. It has numerous benefits that will improve the business processes in your call center and help you choose trouble ticket software that meets your needs.

• Do You Need ITIL Compliant Software for Your Help Desk?

  Excerpt: World wide, the Information Technology Infrastructure Library (ITIL) is the most accepted way to better manage services in the IT sector. Since its introduction by Great Britain's Office of Government Commerce (OGC) in 1992, hundreds of organizations have subscribed to the ITIL philosophy. But do you need ITIL to find the right helpdesk software? For that matter, do you need call tracking software that is ITIL compliant? And what is ITIL compliant anyway?

• How Can ITIL Improve Your Help Desk?

  Excerpt: To help organizations like help desks and call centers better manage their IT services, Great Britain's Office of Government Commerce created the ITIL. This system advocates a top-down approach to business and management practices for IT service organizations. ITIL teaches you how to examine the value that your call center gains from IT services and how to build a framework to improve the quality of your IT services. As ITIL pushes you to identify the strengths and confront the weaknesses of your call center, it also guides you to develop your call center's strengths and surmount the weaknesses.