Service Operations: The ITIL v3 Way?

Discover how to meet the demands of service operation, and learn the pros and cons of structuring and reporting, and tackle new requirements.

In a bid to deconstruct some of the issues around the topic, this report explores some of the basic structures that need to be in place if reactive 'log-and-flog' helpdesks are to become truly proactive IT service desks. Importantly, it also explores a number of invaluable ways to capture and improve upon that most elusive and intangible of concepts – customer satisfaction.

The workshop which forms the basis of this report was attended by 27 delegates representing 16 organisations, operating in industry sectors such as construction and building, pharmaceuticals, retail, publishing, food and drink, automotive, manufacturing and local and central government.