ITIL, or Information Technology Infrastructure Library, is a collection of principles which have been gathered by the British Office of Government Commerce (OGC) and contains descriptions of how different IT related tasks can be performed. The intention is to collect experiences which will give more cost efficient and qualitative IT services.
“After the training two major process mappings regarding incident and change management were performed”, says Robert Palmqvist, IT manager at the municipality of Älmhult. “We have gradually incorporated the different processes with both the tool and the employees.”
The municipality of Älmhult have been using HelpDesk since 2007 and because of the flexibility of the program it could be adapted in order to further suit this new way of working. The plug-in HD-Advanced has also been added in order to give access to even more functions.
“We use support groups and have a service desk which registers all incoming tickets”, says Robert Palmqvist. “We also have support groups out in the organisation and they work with the tickets concerning them and their work. SLA has been connected to each service and we have also automatized registration of alarms from our surveillance environment.
Here you can find further information about ITIL.
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