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ITIL and the HDI Support Center Process Guidebook

The guide will provide managers with a holistic view for setting up a support center, including practical approaches for implementing ITIL.
Apr 28, 2004

ITSM Watch Staff

Ron Muns, founder and CEO of the Help Desk Institute, announced that the association will publish the first HDI Support Center Process Guidebook in October 2004.

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.

Each of the chapters highlight the principal support center disciplines, and provide step-by-step "how to implement" guidance, illustrated by actual case study examples for small, medium and large support organizations.

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.