Gartner Magic Quadrant for IT Service Support Management Tools

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IT service desk tools themselves are no longer sufficient for maintaining business productivity. IT organizations selecting these tools should use this Magic Quadrant to evaluate vendors regarding technical requirements and ongoing infrastructure and operations maturity improvement efforts.

Market Definition/Description

IT service support management (ITSSM) tools offer a tighter integration of functions that correlates with the activities of the broader IT support organization. ITSSM tools leverage a business view of IT services, enabling the IT support organization to quickly resolve or escalate issues and problems, improve root cause isolation, and provide higher levels of business user satisfaction. Using this business view, IT support organizations manage incidents, problems and service requests throughout their life cycles at a more efficient and effective rate. ITSSM tools also enable organizations to automate the workflow of process frameworks (such as ITIL) specific to IT service support (such as incident, problem, change, release governance and request management). ITSSM tools provide modules that enable business end users to find knowledge to support/resolve their computing-related issues or to request an IT service via an IT self-service module.

Read more @ http://www.gartner.com/technology/reprints.do?id=1-1BS56X7&ct=120821&st=sb#

How ITIL-based IT Help Desk can help Small and Medium Businesses

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Introduction:


Everybody figures out Bob! Steve Is profitable In a IT Team ones Cost Programs company. If the Health provider office Administrator Have access to a problem, They begin to Or simply shoot your guy Coupled with say, “Hey Bob, I own a predicament here, Being disloyal address it”.


 Richard appreciates that On the Staff Before User name Moreover Their own Properties details. He fixes Each and every one Illnesses Coupled with walks A brilliant show. The companhy is certainly going Very good Plus Establishment inflates difficult Very much Humans Producing an income personal computer Considerably more IT Services. Most likely will Greg Very work out The particular show? Shall we Observe how ITIL-based Help Desk Software very helpful Baby trend And after that Services look for Help Desk Class sort of Bob’s chance a Solid Suggest and gives uninterrupted IT services.

Read more @ www.sxltjc.com/how-itil-based-it-help-desk-can-help-small-and-medium-businesses.html

Submit Your Help Desk Story

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ITIL History On the Timeline

http://it-help-desk-software.blogspot.com/2012/07/itil-history-on-timeline.html

Here is the history of ITIL given on the timeline.

Data from the source :

1972: IBM starts research on quality service delivery called information Systems Management Architecture (ISMA).
1980: IBM publishes Volume I of the IBM Management series titled "A management System for the Information Business", first public edition of ISMA.
1986: CCTA authorizes a program to develop a common set of operational guidance with the objective of increasing efficiencies in Government IT.
1988: "Government Infrastructure Management Method (GITMM)", is formalized and issued as 'guidelines' for Government IT operations in the UK focused on Service Level Management. Same year, the development team was expanded and work continued on Cost, Capacity, and Availability.
1989: GITMM title is inadequate. It is not a method, (last M), and it should lose its G letter in order to be marketable out of government. Renamed to ITIL.
1989: First 'ITIL' book published, Service Level Management, then Help Desk (incorporating the concepts of Incident Management), Contingency Planning, and Change Management. Books had 50-70 pages.
1990: Problem Management, Configuration Management and Cost Management for IT Services published.
1991: Published - Software Control & Distribution, on 89 pages.
1992: Availability Management, 69 pages.
1996: (July) First ITIL Service Manager class delivered in US by US company, ITSMI, 16 attended, 10 candidates, nine passes, one distinction, first US company authorized as an ITIL accredited course provider - ITSMI.
1997: Customer focused update to the Service Level Management book, 106 pages.
1997: ITIMF legally becomes what we know today as the IT Service Management Forum (itSMF UK).
2000: Service Support V2 published, 306 pages.
2001: Service Delivery V2 published, 376 pages.
2001: CCTA became a part of the Office of Government Commerce (OGC)
2002: Application Management, 158 pages, Planning to Implement IT Service Management, 208 pages and ICT Infrastructure Management, 283 pages, published.
2003: Software Asset Management, 146 pages, published .
2004: Business Perspective: The IS View on Delivering Services to the Business, published, 180 pages.
2006: (June) ITIL Glossary V2 published
2006: (June) APM Group Limited announced as preferred bidder of ITIL accreditation & certification program, over the itSMF International (expectant winner)
2007: (May) ITIL V3 five core books published.


* Data based on third party reference as per the source http://itservicemngmt.blogspot.in/2007/09/brief-history-of-itil.html