This publication covers all aspects of the Information Technology Infrastructure Library (ITIL) systematic approach to IT service management, based on best practice standards drawn from the IT service industry. It covers a broad range of service support and delivery issues relating to quality and organisational aspects, policy and process management, managing change, service desk issues and service level management, financial management for IT services, capacity and continuity management, and information security issues.9.5.1 Management reports The Service Desk should regularly (monthly as a minimum) verify if it meets the defined standards. Appropriate metrics include: ac Percentage of incidents closed without resorting to other levels such as second oranbsp;...
|Title||:||Introduction to ITIL|
|Publisher||:||The Stationery Office - 2005|