ITIL and the HDI Support Center Process GuidebookThe guide will provide managers with a holistic view for setting up a support center, including practical approaches for implementing ITIL.
This manual will be a resource for internal and external support center communities and will provide managers an holistic view to successfully build and/or evolve their existing support centers. The inclusion of ITIL (Information Techology Infrastructure Library) will provide them the disciplines to effectively and efficiently integrate all components of service management through the Service Desk function.
The support processes will include the Service Desk Function (in greater detail than available through ITIL) and; Incident Management, Problem Mmanagement, Change Management, Release Management, Configuration Management, and Knowledge Management.
The Service Delivery processes will include; Service Level Management, Availability Management, Capacity Management, Financial Management and IT Service Continuity Management.
The HDI, whose role is to provide the service and support industry a wide range of valuable resources that explore the latest trends, technologies, tools, and practices in the industry is excited about this new initiative and the focus on ITIL.