Folder HelpDesk and ITIL
Choose the right support handling tool
to facilitate ITIL management procedures
Information Technology Infrastructure Library (ITIL®)
is a framework of approaches that help organizations to
structure, control and plan work in a way that ensures the
delivery of high quality IT-services. The library consists
of a series of books, each of which covers a core area within
IT management. ITIL contains the gathered experience from
business all over the world under several years.
The support handling application Folder HelpDesk
from kalmstrom.com Business Solutions can help organizations
to reach the high level of IT-management they aim for.
Folder HelpDesk is a powerful application for both
incident and problem management.
Incident management The principal purpose of
incident management is to quickly restore the service with
smallest possible business impact. An organization’s service
desk is the place that both customers and users within the
company turn to when they have difficulties, queries or
suggestions, need communication or updates or want to ask
To all business the customers and users are the key to success,
and it is essential that staff working directly with them
have access to the appropriate tools to support the business
functions. The right support handling tool help service
staff to answer questions and solve problems as rapidly
as possible with minimal disruption to users. Folder
HelpDesk is such a tool.
Problem management The principal purpose
of problem management is to find and resolve the root cause
of a problem and to document it. The problem management
must also prevent errors by identifying and resolving problems
before the incidents occur.
Also in this case Folder HelpDesk is of great help.
This support handling application does not only supply a
simple, well-known and user friendly interface for the helpdesk
staff, it also has integrated following up functions:
facilitates analyzes and business intelligence, and the
supplies a fully searchable knowledgebase right inside Outlook.