Tag Archives: help desk

10 Tip for Getting Started with ITIL – Part 2

In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting to use a configuration management database (CMDB). In this blog (Part 2), I offer five […]

10 Things You Need to Know to Be a Better ITSM Leader – Part 2

In my previous blog, I recounted how I had recently finished the book The Bassoon King by Rainn Wilson and how the ten life lessons or truths that he knows are “sure things” inspired me to think about my IT service management (ITSM) equivalents. That blog listed my first five sure things, which related to being […]