Gartner Research

ITIL Service Desk and Incident Management From Level 2 to Level 3 in ITScore for I&O: Repeatable Responses to Integrated Processes

Published: 07 February 2012

ID: G00230496

Analyst(s): Jeffrey Brooks, Tapati Bandopadhyay


To improve effectiveness, service desk and incident management need to be integrated with other relevant processes of the I&O. Use this research to improve the service desk and incident management from repeatable but fragmented responses to integrated, end-to-end processes.

Table Of Contents
  • Overview


  • Dimensions and Attributes of ITScore for I&O
  • Why Improve the SD Function and IM Process to Level 2?
  • The SD Function and IM Process Status at Level 3 I&O
  • SD, IM and the Overall I&O Process Context at Level 3
  • How to Achieve Level 3 in the SD Function and IM Process
  • SD, IM and I&O Organization at Level 3: A Response Scenario and SWOT Analysis
    • Scenario
    • Response Analysis
  • SWOT Analysis of the I&O Response Scenario at Level 3
    • Strength
    • Weakness
    • Opportunities
    • Threat
  • Bottom Line

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