With ITIL gaining popularity in the US especially in the last 2-3 years, more and more IT managers are looking at a ServiceDesk as the starting point to ITIL. It is surprising to see a lot of helpdesk managers  starting out with a search for a basic ticketing system and over time they start to realize that they need something more than just basic ticketing. They end up reinventing the wheel when they finally find out that ITIL actually has answers to all the problems that they wanted to solve. (atleast from a End-user desktop support perspective)



Of all the different processes in ITIL, I think most people have realized tremendous value on the Service Support side. And in Service Support most people start with Service Request management and Incident management first before rolling out Problem management or Change Management.



So if you are considering implementing ITIL Service Support here is a first step with a video on “The Role of ServiceDesk in ITIL”. I have taken the liberty of demostrating some of the key ITIL concepts with our ServiceDesk Plus software. Feel free to evaluate any ServiceDesk software that suits your needs but remember to include ManageEngine ServiceDesk Plus !



Here are the videos - Part 1

and Part 2