Hands On ITIL Helpdesk

August 6, 2009

I have written many high level overviews of ITIL on this blog, and to this day it is the most searched for information.

Unfortunately for me, very few of those visitors have left questions on other info they would like to see.

However, if you are someone who stumbled on the ITIL stuff here, Mary Weilage has an excellent post at Techreplublic titled; Implementing help desk software: IT exec offers a firsthand account about Jay Rollins’ search for and implementation of ITIL aligned help desk processes.

It provides an excellent summary of the questions, requirements and trade offs made along the way.

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