You're question is way to broad to be answered in an internet forum.
There are entire books that have been written on ITIL implementations.
My advise is to get your client's employees ITIL v3 foundation training. You
should be able to get significant discounts from all the training organizations
Matt,
BMC has a pamphlet:
The Goals of ITIL: Exploring the Goals of Service Management by Malcolm Fry.
It is only 36 pages and is a good start. I requested and received a half dozen
copies which I have circulated to help folks start to grasp ITIL concepts and
processes. It was developed for
Hello Fellow Arlisters!!!
I have a Unique Challenge in Implementing and Configuring the Remedy ITSM
product for our client. As of now, there is no Formal Process in place, for
managing service desk, change management(they are using a Word template
which goes across different groups for releasing
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