Finding software tools that will create a service oriented help desk is a critical first step towards ITIL compliance. Use this help desk software guide to help you with this complex selection process.
A Modular Approach
The Information Technology Infrastructure Library (ITIL) is a collection of best practices that many organizations are using to help implement an IT service management infrastructure. As a critical point of contact between the IT department and computer users, the help desk is at the core of any successful ITIL implementation.
As a result, it is not surprising that ITIL compliance has become an important selling feature for help desk software. The following six tools are sold either as components of an integrated help desk solution or as separate modules:
- Incident management - detects, records, and classifies all incidents, and then supports their investigation, diagnosis,...
