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Service Desk Institute
The Service Desk Institute (SDI), founded in 1988, is a worldwide professional organisation for those working in the IT service and support industry. SDI delivers information to help improve the knowledge of help desk professionals through IT support training, community based forums and event-based services. Their stated goals are to help individuals improve their knowledge and skills to enhance the careers of IT service professionals. Background SDI was first named The Help Desk User Group and was founded by Howard Kendall. The company later became known as the Help Desk Institute. In 2008 the company undertook a re-branding exercise and on 9 April 2008 changed its name to The Service Desk Institute. See also * Service Desk (ITSM) Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-o ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
IT Service Management
Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)." Context As a discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000 ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Service Desk (ITSM)
Information technology service management (ITSM) is the activities that are performed by an organization to design, build, deliver, operate and control information technology (IT) services offered to customers. Differing from more technology-oriented IT management approaches like network management and IT systems management, IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather than IT systems, and stressing continual improvement. The CIO WaterCoolers' annual ITSM report states that business uses ITSM "mostly in support of customer experience (35%) and service quality (48%)." Context As a discipline, ITSM has ties and common interests with other IT and general management approaches, information security management and software engineering. Consequently, IT service management frameworks have been influenced by other standards and adopted concepts from them, e.g. CMMI, ISO 9000 ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Help Desk
A help desk is a department or person that provides assistance and information usually for electronic or computer problems. In the mid-1990s, research by Iain Middleton of Robert Gordon University studied the value of an organization's help desks. It found that value was derived not only from a reactive response to user issues, but also from the help desk's unique position of communicating daily with numerous customers or employees. Information gained in areas such as technical problems, user preferences, and satisfaction can be valuable for the planning and development work of other information technology units. Large help desks have a person or team responsible for managing the incoming requests, called "issues"; they are commonly called queue managers or queue supervisors. The queue manager is responsible for the issue queues, which can be set up in various ways depending on the help desk size or structure. Typically, large help desks have several teams that are experienced i ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
ITIL
The Information Technology Infrastructure Library (ITIL) is a set of detailed practices for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of business. ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific, but can be applied by an organization toward strategy, delivering value, and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement. There is no formal independent third party compliance assessment available for ITIL compliance in an organization. Certification in ITIL is only available to individuals. Since 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the UK Cabinet Office. History Responding to growing dependence on IT, the UK Government's Ce ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Footnotes
A note is a string of text placed at the bottom of a page in a book or document or at the end of a chapter, volume, or the whole text. The note can provide an author's comments on the main text or citations of a reference work in support of the text. Footnotes are notes at the foot of the page while endnotes are collected under a separate heading at the end of a chapter, volume, or entire work. Unlike footnotes, endnotes have the advantage of not affecting the layout of the main text, but may cause inconvenience to readers who have to move back and forth between the main text and the endnotes. In some editions of the Bible, notes are placed in a narrow column in the middle of each page between two columns of biblical text. Numbering and symbols In English, a footnote or endnote is normally flagged by a superscripted number immediately following that portion of the text the note references, each such footnote being numbered sequentially. Occasionally, a number between brack ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
