– How many Service Desk staff does it take to change a light-bulb?
a) None. Restoration of service is a Level 1 Support function
Multiple choices here🙂
I recently spent some time reading about service management, more specifically, ITIL. Some notes – in random order – below:
– Service – a means of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs or risks
– Service Management – a set of specialized organisation capabilities for providing value to customers in the form of services
– Process – a structured set of activities designed to accomplish a specific objective.