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ITIL topics on 'helpdesk'



Service Design - Operational Level Agreement (OLA)
The Operational Level Agreement is an agreement between an IT service provider and another part of the same organization. This could be the development team, the support team or helpdesk. An OLA defines and supports the IT service provider's..


Service Design - Service Design Package
ITIL defines the SDP as a document which “defines all aspects of an IT service and its requirements through each stage of its lifecycle. An SDP is produced for each new IT service, major change, or IT service retirement”. Service Design Packages..


Service Design - Starting Design
Start simple, take an existing capability such as an infrastructure service you have in your environment and go through some workshops and formalise that item into a service model. Then identify that processes risks and gaps between the expected..


Service Strategy - Service Provider
Service providers are entities that provide services to other entities. Usually we think of service providers as a business that provides subscriptions or service to other businesses or individuals. A good example of a service is a Mobile phone..






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