Revisionsheet.docVIP

IT Infrastructure Library (ITIL) Mission Statement Business IT Alignment Strategy Service Delivery Tactics Planning Operations day-to-day Service Support IT Service Management Overview SLA Service Level Agreement SLM Service Level Mngt AM Availability Mngt CM Capacity Mngt IT SCM IT Service Continuity Mngt SPOC Single Point of Contact SD Service Desk IM Incident Mngt CH Change Mngt REL Release Mngt BUSINESS (Customer) User User User SLA SPOC SLM SD SERVICE DELIVERY SERVICE SUPPORT IM CM AM PROBLEM IT SCM REL CH FINANCE CONFIGURATION IM PM Problem Error Control RRS SD / IM INCIDENT PROBLEM DB One or more incidents with unknown cause USER PM IM PROBLEM INCIDENT DB Find Root cause temp fix workaround OR permanent fix PM KE DB Description Solution in plain English PM KNOWN ERROR If business case to fix? YES PM Raise RFC PROBLEM CONTROL PM NO ERROR CONTROL CHANGE MANAGEMENT STOP  SD Training Plan for Service Desk Agent Health Safety Data Protection Custom Service Skills Business Awareness IT skills in supported applications How to use the Service Desk tools (e.g. Clarify) Service Desk procedures SLAs being supported Baseline fixes (e.g. passwords) Contacts hand0offs to IT Support Manager Suppliers Overview of ITIL’s view of IT Support Managers SD Service Desk Activities Single Point of Contact Log all Incidents Resolve Incidents using KE DB Escalation Service Requirements Reporting Trends Workarounds Monitor Track Information Requests Categorisation Prioritisation Closure Refer to Second Line First Investigation First Diagnosis Recovery Keep User Informed The Service Desk Personality Forthright Condescending Aggressive Technical Specialist Patience Communicative Confidence Enthusiastic Friendly Empathetic Assertive Literate Numerate Honest SD IM PM Classification Categorisation of an Incident E.g. Hardware, Software, Documentation, User Error Prioritisation of that Incident Influenced by SPEED How quickly is a fix needed? EFFECT What will it be on the business