IT, customer service mindmap set

ITIL V3 Mind Map Download
http://itservicemngmt.blogspot.com/2007/10/itil-v3-mind-map-download.html

Cisco Lifecycle Mind Map
https://learningnetwork.cisco.com/docs/DOC-4626

High Level overview of IT Service Management
https://learningnetwork.cisco.com/docs/DOC-3811

IT Service Management Process MAP
https://learningnetwork.cisco.com/docs/DOC-3812

mind map of customer service
http://www.wikiexpert.com/Customer_Service

ITIL v3 Mindmap Complete Set

ITIL v3 Mindmap Complete Set


http://www.desktopauditing.com/download-itil-v3-mindmap-complete-set
 

ITIL V3 and small business

ITIL for small business could be called BILL: the Business Infrastructure Library of Least practice
http://www.itskeptic.org/node/1114
Feature of small businessWhat the small business needs and doesn't need from ITIL V3


What ITIL Can Do for Small Businesses
http://technology.inc.com/managing/articles/200708/ITIL.html
Best practices for a five-person IT shop
Cohesive infrastructure can lead to savings

Implementing ITIL will help your business run better.
http://stephengordon.org/#home
As a rule of thumb a low cost, high impact entry to ITIL for small business is
* Incident Management
* Event Management
* Change Management
* Problem Management
* Configuration management
* Release management

Differences between ITIL v2 and ITIL v3

Basically the key difference is on how the core disciplines are structured. In v2, the core disciplines were focused on:

• Service Support
• Service Delivery

In v3, the core disciplines are divided into:

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

It looks like the new version sort of adds a tail and an end to ITIL. If in v2, it’s all about supporting and delivering, what we can see in v3 is starting of with a service, designing the service to support the strategy, transitioning the service, operating it and eventually having continual service improvements.
The v2 processes were operational while the new processes focuses on continual service improvement through a well thought off strategy.
Although it looks as if there were major changes made to ITIL v2, it is only true from the bigger picture’s perspective. The key processes such as Availability Management, Capacity Management, Service Continuity Management and some others have no changes to it.
So the point of this post is to let you know that:

• If your organization does not have any IT processes in place, you can start to look at adopting ITIL v3.
• If your organization is already implementing ITIL v2, don’t worry, you need not reimplement the whole thing all over again. As the ITIL manager, you just need to be aware of what’s new and how you can go about adding the new disciplines. For all you know, you may already have a strategy all along but it just wasn’t highlighted in v2.

There you go, the key differences between ITIL v2 and ITIL v3.

from: http://www.wareprise.com/2009/03/25/differences-between-itil-v2-and-itil-v3/

ITIL trainning service provider - Datajar

Datajar:
http://www.datajar.com.au/index.php

Datajar Services

Datajar offers a number of consulting and training services with the focus on IT Service Management.

For more details about our individual services click on the menu links on the right.
Our services include:

• On-line ITIL training
• ITIL Consulting
• Linux and Open Source solutions
• "Green IT" solutions
• Business Process Analysis and Design
• Custom software development (ITSM Focused)

Incident Management Mind Map

Copy from "doctor" blog:
http://itservicemngmt.blogspot.com/2007/05/incident-management-mind-map.html

Incident Management Mind Map

Service Desk Quick Facts

Copy from "Doctor" blog:
http://itservicemngmt.blogspot.com/2007/05/service-desk-quick-facts.html

I will continue with a series of quick facts of ITSM disciplines here.A Service Desk is a primary IT capability called for in ITSM as defined by the ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communications needs of both Users and IT and to satisfy both Customer and IT Provider objectives.

Objectives

• Providing a SPOC for customers
• Facilitating the restoration of normal operational service with minimal business impact on the customer within agreed SLA levels and business priorities

It is also a focal point for reporting Incidents (disruptions or potential disruptions in service availability or quality) and for users making Service Requests (routine requests for services). The Service Desk handles incidents and service requests, as well as providing an interface to users for other ITSM activities such as:

• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Change Management
• Release Management
• Service Level Management
• Availability Management
• Capacity Management
• Financial Management
• IT Service Continuity Management
• Security Management

Activities

• Receiving calls, first-line customer liaison
• Recording and tracking incidents and complaints
• Keeping customers informed on request status and progress
• Making an initial assessment of requests, attempting to resolve them or refer them to someone who can
• Monitoring and escalation procedures relative to the appropriate SLA Identifying problems
• Closing incidents and confirmation with the customers
• Coordinating second and third line support
• Highlighting Customer education & training needsCritical success factors

To introduce and maintain a successful Service Desk, it is essential that:

• Business needs are understood
• Customer requirements are understood
• Investment is made in training for Customers, support teams and Service Desk staff
  Service objectives, goals and deliverables are clearly defined
• Service levels are practical, agreed, and regularly reviewed
• The benefits are accepted by the business

Benefits

• Improves customer perception and satisfaction
• A prime deliverer of Customer satisfaction with IT
• A Single point of contact allowing improved accessability
• Requests solved faster and better
• Improved teamwork and communication
• Facilitation of proactive approach
• Reduced business impact of failures
• Improved control and management of infrastructure
• IT resources beter utilised
• Increased business productivity
• Provides meaningful management information