1. Within an IT support help desk environment, describe the role of ITIL standards in the provision of quality IT service management. An ITIL Service Desk uses a standard set of best practices for lowering costs and improving the quality of IT service delivery. The aim of a Service Desk is to act as the operational interface between the IT organization and its customers, for achieving an organization’s goals. An ITIL Service Desk isn’t only concerned with taking and responding to calls, but also managing the entire lifecycle of the request as it evolves through other relevant processes. For example, a call may start as a simple incident which may then turn into a problem which is also related to several other incidents. 2. The areas in which professional institutions operate extend beyond simply representing their members. Discuss briefly two examples of this. Professional institutions operate in more than representing their members. Other areas in which professional institutions operate are setting standards; one way they do this is by setting and enforcing standards of behaviour for its members. Normally this is done through some formal code of conduct or ethics. They also advise government.
3. Depending upon your job role within an organisation, certain professional institutions may be more suitable to support you. Identify two roles and discuss which Professional Institution would be most appropriate.
The roles I have chosen are computer programmers and software analysts. A computer programmer writes computer software. The term computer programmer can refer to a specialist in one area of computer programming or to a generalist who writes code for many kinds of software. A software analyst is the person who studies the software application domain and prepares the software requirements and specification document. Software analyst is the connection between the software users and the software developers. It conveys the...
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