Implementation of ITIL in Helpdesk Software

Had a short internal training session from a colleague in IT Support on how they have implemented ITIL best practice into the University’s helpdesk / customer support system, a customised version of SCSM (Microsoft System Center Service Manager). Of particular interest was their ‘prioritisation matrix’ on how to categorise calls and assign an SLA to them as I can use this to inform development of our own systems and processes for managing customer support within the team.

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