What is a ITIL service catalog?
The service catalog is a document that is the description of services previously discussed, agreed and offered to their users and customers. The model defines an ITIL Service Catalog – …
What is SLA and why use it?
The service level agreement (SLA) is part of the service contract between two or more entities in which the level of service provision is formally defined. In practice, the term …
What is ITIL?
The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITILv3 …
IT Helpdesk incident management spreadsheet
In many help desk and service desk environments, especially in small businesses, it’s common not to have any documentation regarding the technical procedures, solutions used to solve certain problems and …