Conclusion: The role of the traditional service desk has been to act as the single point of contact for clients for operational incidents and to track their resolution. With ITIL v3‘s (IT Infrastructure Library – version 3) having as one of its objectives the improvement in IT Infrastructure service delivery, one way to do it is to expand the role of the service desk. In its expanded role, the service desk takes on activist responsibility for delivery life cycle functions, including implementing continuous service improvements.

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Alan Hansell

About The Advisor

Alan Hansell

Alan Hansell is an emeritus IBRS advisor who focused on IT and business management. Alan specialised in critiquing and commenting on IT and business management trends, ways to justify and maximise the benefits from IT-related investment, IS management development and the role of the CIO. Alan has extensive experience in IT management, consulting and advising senior managers in matters related to IT investment. He was a Director in Gartner's Executive program and adviser to over 50 CIOs and business managers and before joining Gartner a consultant with DMR Group. He also worked as an IS professional, manager and industry consultant for IBM for nearly 30 years. Alan is a CPA and Associate of Governance Institute of Australia.