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Moving from Help Desk to IT Service Management

12/05/2011 by: The SunView Team

Across the world, economic recovery is not moving nearly as fast as anyone would like. As has often happened before, reduction in workforce seems to have paralleled increase in scope and responsibilities for teams within the business. This could not be truer than when looking at an IT team that faces the management of operations that now entail both technical and general services.

Smart teams learn quickly that process analysis, followed by automation, is a one-two punch for empowering teams to accomplish more in less time. For teams looking to move from providing traditional Help Desk functionality, to the full range of capabilities offered by a Service Desk, these concepts are essential. The right software solution is a key point as well, meaning a Service Catalog will need to be a central piece of your IT Service Management program. However, bringing all this together can be easier said than done, leaving many teams struggling to find a way to truly identify and defines services.

50 Reasons You Need ITSM

While reaching out to the business is the right, first step in assisting with the challenge of defining services, this can present a new set of issues as well. In two recent posts, the ITSM professor outlines a number of strategies that should help. For more, check out part one and two of, "Why Are IT Services So Hard to Define?"