CS Document 3169-v3
Transforming a Helpdesk into an ITIL Service Desk
- Public document
- Fermilab is involved in a project to reach ISO20000 certification in the next 2.5 years with the help of consultants. We have recently completed our first phase which involved transforming our old helpdesk into an Service Desk. The talk will discuss how we achieved this change, what processes and tools we used, what we think we did well and what we think we could have done better.
- Files in Document:
- nlit09-ITIL ServiceDesk.pptx (451.5 kB)
- Associated with Events:
- 2009 NLIT held on 31 May 2009 in Knoxville, Tennessee