In part one of this blog series, we discussed Step 1 to my first Service Catalog (Get something out there!). In this part, I’d like to share with your our final three steps. Step 2: Refine the catalog with meaningful information. Once we had a basic catalog launched with key services, we found our first … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 2 of 3
Tag Archives: Service Desk
ITIL – Building a Service Catalog in 4 steps, Part 1 of 3
The Service Catalog has, in the last few years, been one of the most popular starting points for most Service Management initiatives. For some companies, it is also one of the hardest things to do. A few years ago I was asked to run the Service Desk for a client on a temporary basis. It … Continue reading ITIL – Building a Service Catalog in 4 steps, Part 1 of 3
Ticket Backlog Nightmare! How do I get out of this?
I suspect few readers of this blog can say they’ve never had a ticket backlog at the service desk. Ticket backlog is a frustrating situation, and I get asked a lot about some strategies on how to get a better handle on it. Here are some tips and advice to not only reducing the backlog, … Continue reading Ticket Backlog Nightmare! How do I get out of this?