Fermilab Computing Division

CS Document 3726-v1

Transforming a Helpdesk Into an ITIL Service Desk - Year 2

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Jack Schmidt
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Jack Schmidt
Document Created:
12 Mar 2010, 07:35
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18 May 2010, 20:40
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18 May 2010, 20:40
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12 Mar 2010, 07:35
Fermilab is involved in a project to reach ISO20000 certification in the Winter of 2011. Last year we went live with our Service Desk a month before NLIT. This is a follow up talk to the one given last year with our experiences in managing a Service Desk. It is now a year later – come and hear how we are doing!
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