ITIL framework

[shafia2009]

do you think the ITIL framework is the way a helpdesk should be structured?

[tmcd35]

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.

[gaz350]

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.

[russdev]

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.

 

Russ

[BJG]

We should look to ITIL for ideas to help us improve how we work not to dictate how we must work.

^^^^^^