Itil Service Desk Process
Itil 4 die neueste itil version 1 wurde im feb.
Itil service desk process. Der prozess service desk and incident management sorgt fur die schnellstmogliche wiederherstellung des definierten betriebszustands eines serviceneben storungen werden auch alle anfragen service requests der anwender uber das service desk erfasst. Itil service desk responsibilities that are. Ausserdem wird erste hilfestellung. An initiative of the british government in the 1980s itil or information technology infrastructure library was initially aimed at documenting all information technology process management service literature cases and best practices.
Daneben illustrieren sie verantwortlichkeiten fur einzelne aktivitaten innerhalb von arbeitsablaufen. Ein typisches service desk managt incidents und service anfragen und ubernimmt ausserdem die kommunikation mit den nutzern ein service desk soll dabei helfen immer sinne einer maximalen business produktivitat probleme schneller zu. Itil v2 see also incident management itil v3. In itil 2011 the service desk owns the incident management process and is responsible for resolving incidents according to service level agreements with the goal of restoring services as quickly as possible and getting the customer back to work.
Der service desk ist fur die annahme das akzeptieren die klassifikation und das abwickeln des request anfrage verantwortlich ist. The service desk and incident management process aims to restore it services to their defined service levels as quickly as possible the process is also responsible for receiving and processing service requests for assisting users and for coordinating the incident resolution with specialist support groups. Service desk der einzige kontaktpunkt zwischen dem service provider und den usern definiert itil 2011. Der prozess request fulfilment in itil v3 behandelt die service requests und ist der korrespondierende aquivalent zum hier beschriebenen service request management prozess.
Insbesondere werden sie dazu genutzt verantwortliche fur die unterschiedlichen itil prozesse zu bestimmen. Rollen werden in itil bzwit service management verwendet um verantwortlichkeiten festzulegen. Service desk owns the incident management process. Neben storungen werden auch alle anfragen service requests der anwender uber das service desk erfasst.
Before we discuss the itil service desk process flow in detail it is important that we remind you of what itil is. Das it service management itsm wird von it service providern mithilfe einer geeigneten kombination aus personen prozessen und informationstechnologie durchgefuhrt. Diese erste umfangreiche uberarbeitung des itil frameworks seit 2007 geht vor allem auf die neuesten trends aus den bereichen software entwicklung und it betrieb ein. Itil sieht die aufgabe des it service managements im implementieren und verwalten von qualitatsbasierten it services die den anforderungen des business gerecht werden.
Ausserdem wird erste hilfestellung.
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