ITIL Helpdesk Transformation: Services Model

Patrick Thibodeau reports on the ITIL transformation of the helpdesk at GuideStone into a services model ...

ITIL: IT Operations Services Model: Via Computerworld: Execs Use Services Model to Reshape IT Units ...

... "One of the driving goals of ITIL is to reshape IT operations into a services model by spelling out service levels and detailed processes for delivering, managing and supporting technology. Proponents say the standard can help cut IT costs and improve alignment with business units, which may explain the interest in it among IT managers ... " ...