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.
"Just wanted to say thanks; another great day where I have come out with more knowledge than I entered with"
"Many thanks; [the event was] very good and beneficial"
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"The Corporate IT Forum is a fantastic level check, free of vendor sell and consultancy hype. I like the open sharing of experience…"
"We get valuable knowledge and experience from members of The Corporate IT Forum. This helps us to make better and informed decisions to reach our business goals…"
"The knowledge from other people on what they are doing/have done is invaluable to my team"
"The workshop validated the marketplace for supplier apps; participants were of a uniformly high standard; personally, I value highly the ethos of the Forum in the fact that it is supplier independent"