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A service catalog (or catalogue ), is an organized and curated collection of business and information technology services within an enterprise. Service catalogs are knowledge management tools which designate subject matter experts (SMEs) who answer questions and requests related to the listed service. Services in the catalog are usually very ...
A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives. User refers to the actual user of the service ...
Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB. For a summary of the functionality, screenshots , data sheets , white papers and more information refer to the sources listed above.
ITIL describes processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It was designed to allow organizations to establish a baseline. It is used to demonstrate compliance and to measure improvements. There is no formal independent third-party compliance assessment available to demonstrate ...
Runbook automation (RBA) is the ability to define, build, orchestrate, manage, and report on workflows that support system and network operational processes. Areas of a business ideal for IT automation are Operations Teams, Service Desk, Network Operations Center's (NOC's), Cloud Operations, Integrations, and Automation Center of Excellence (CoE).
Helpdesk and incident reporting auditing. Help desk and incident reporting auditing is an examination of the controls within the help desk operations. The audit process collects and evaluates evidence of an organization's help desk and incident reporting practices, and operations. The audit ensures that all problems reported by users have been ...
This category is for templates associated with the Help desk. The pages listed in this category are templates. This page is part of Wikipedia's administration and not part of the encyclopedia. Further template category notes. If the template has a separate documentation page (usually called "Template: template name /doc"), add.
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