ITIL® and Your Service Desk

Bringing together two things to make a successful union is always challenging. Whether we are talking about two people, two tribes or just 2 + 2, it is very easy to end up arriving at 5.

"People, process and products" is the Service Management mantra. Get these right and your marriage is made in heaven and one long honeymoon is the normal state of affairs. Well we can all dream, can't we? Meanwhile, back in the real world of the Service Desk……

The Cry for Help

If you want to marry your Service Desk and ITIL processes you have to start somewhere. Imagine your Service Desk advertised for a partner in the local classifieds.

"Lonely Service Desk needs support. Good sense of humour but needs to be taken seriously. Currently trying to educate two children, one in business, the other in IT. They are good kids but rarely talk to each other. They often go behind my back as well. They play with their own toys but never share. I need help to bring them up as a family."

ITIL has grown up fast. It has a voracious appetite for getting in anywhere it can. Never one to miss out on an opportunity, the reply is swift.

"Hey Service Desk, I could be just what you're looking for. My name is ITIL. I'm professional, disciplined and come with a user manual, in fact, two of them. If you need support, then I can deliver it. I should tell you that I do get about a bit and have been seen in lots of companies doing my thing. Don't be put off by that, I'm not a one size fits all merchant, I would be happy to wrap myself around you to ensure we make all the right moves. Come on, give it a go!"

The First Meeting

ITIL is not surprised when the Service Desk does indeed get in touch. They meet a few days later and ITIL listens patiently while the Service Desk tells its tale of woe. No process, a rubbish tool, stressed out staff, angry customers, the list goes on.

ITIL explains that if they are going to get together there are a few things that Service Desk will need to