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ITIL Introduction Wednesday, 10 June 2009 13:16 |  Author: Wouter Simons | 
Many companies these days have moved to some form and implementation of ITIL (Information Technology Infrastructure Library). The reason for this is simple; it is a good framework to organize your support by. Another reason is that "everyone is doing it" and if you have been in an environment like this, you are likely to have some negative experiences with ITIL. In this article you will find a basic overview of the most important ITIL processes.
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Last Updated (Thursday, 11 June 2009 15:00) |
What Is IT Support? Wednesday, 10 June 2009 12:21 | Author: Wouter Simons |
Customer support is helping end users use a product or service. Support engineers provide assistance when the user needs it, create documentation to prevent the need for assistance, listen to complaints and try to find a solution to handle the complaints, are the eyes, the ears and the face of the organization, and are always happy to help. Let's look a little deeper into these aspects of customer support. Last Updated (Wednesday, 10 June 2009 12:31) |