ITILv3 - Help or Hindrance for Service Desks?

Presented by

Howard Kendall, Founder, Service Desk Institute

About this talk

Presentation Summary : ITIL v3 has been controversial and in many people’s view not as good as v2. However it advocates integrating IT with the business which gives the service desk a new lease of life as it sits as the link between the two. But do CIOs – and the business, for that matter, see the benefit of the Service Desk in this role> Are people too busy worrying about the mechanics of iTIL rather than the customer and organisational benefits? Howard examines the issues, throws in some concerns of his own and comes up with some interesting conclusions.

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