General Chat Thread, ITIL framework in General; do you think the ITIL framework is the way a helpdesk should be structured?...
21st February 2010, 06:01 PM #1
- Rep Power
do you think the ITIL framework is the way a helpdesk should be structured?
21st February 2010, 06:53 PM #2
I think ITIL (or FITS for that matter) is just that - a 'framework'. A set of ideals and guidelines on how a helpdesk *could* be structured.
How a helpdesk *should* be structured is different for every single individual organisation and thier specific size,needs,requirements and priorities.
We should look to ITIL for ideas to help us improve how we work not to dictate how we must work.
21st February 2010, 11:16 PM #3
I agree ITIL/FITS is a framework, As TMCD outlines in his post everyone will implement these guidelines differently, and so they should.
Although i dont get the impression that ITIL/FITS tells you how to structure IT Services within your organisation but what processes should be a part of that IT Service. It is up to you how you structure these processes in to the organisation.
22nd February 2010, 08:51 AM #4
That is right ITIL/FITS is framework and as been said it does not say how but what you should be doing. ITIL is more prescriptive where is FITS is more of a lose framework.
22nd February 2010, 12:27 PM #5
Originally Posted by tmcd35
By SYNACK in forum General Chat
Last Post: 20th January 2010, 12:14 PM
By wagnerk in forum Courses and Training
Last Post: 31st October 2009, 06:40 AM
By tazz in forum Courses and Training
Last Post: 29th September 2009, 08:23 PM
By cookie_monster in forum Windows
Last Post: 29th July 2009, 09:06 AM
By nicholab in forum Educational Software
Last Post: 2nd December 2008, 04:00 PM
Users Browsing this Thread
There are currently 1 users browsing this thread. (0 members and 1 guests)