The 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 Public Folder HelpDesk for Outlook from kalmstrom.com Outlook Solutions can help organizations to reach the high level of IT-management they aim for. Public Folder HelpDesk for Outlook is a strong aid in both incident ant 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 for changes. 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. Public Folder HelpDesk for Outlook is such a tool.   Read more!