Comment Re:Service Management (Score 1) 259
Change Management is your friend! Techs may hate it at the onset, but once you reduce the number of issues that arise because someone changed something they shouldn't have (without documenting it), you can have your staff focus on servicing user requests instead of fixing emergency problems.
ITIL in a nutshell:
Service Desk - accepts incidents and service requests.
Incident Management - logs incidents and provides workarounds.
Problem Management - acknowledges known errors and solves problems.
Configuration Management - documents assets and the relationships between them (including applications and support agreements).
Change Management - controls which changes to the environment are permissible and non-conflicting.
Release Management - provides orderly releases to known infrastructure and applications. (as opposed to patch on demand)
There's a bunch more, including financial management, service level management, etc but those are the bare minimum I'd implement if I was going to control a large environment with a limited staff.
ITIL in a nutshell:
Service Desk - accepts incidents and service requests.
Incident Management - logs incidents and provides workarounds.
Problem Management - acknowledges known errors and solves problems.
Configuration Management - documents assets and the relationships between them (including applications and support agreements).
Change Management - controls which changes to the environment are permissible and non-conflicting.
Release Management - provides orderly releases to known infrastructure and applications. (as opposed to patch on demand)
There's a bunch more, including financial management, service level management, etc but those are the bare minimum I'd implement if I was going to control a large environment with a limited staff.
