Fermilab Computing Division

CS Document 3169-v3

Transforming a Helpdesk into an ITIL Service Desk

Document #:
CS-doc-3169-v3
Document type:
Presentation
Submitted by:
Mark Kaletka
Updated by:
Jack Schmidt
Document Created:
03 Apr 2009, 11:15
Contents Revised:
28 May 2009, 20:18
Metadata Revised:
28 May 2009, 20:18
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  • Public document
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Other Versions:
CS-doc-3169-v2
12 May 2009, 18:45
CS-doc-3169-v1
03 Apr 2009, 11:15
Abstract:
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.
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Keywords:
ITIL ISO20000 NLIT
Associated with Events:
2009 NLIT held on 31 May 2009 in Knoxville, Tennessee
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