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2. ITIL - Wikipedia

   en.wikipedia.org/wiki/ITIL

   ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business.

3. IT service management - Wikipedia

   en.wikipedia.org/wiki/IT_service_management

   A service desk is a primary IT function within the discipline of IT service management (ITSM) as defined by ITIL. It is intended to provide a Single Point of Contact (SPOC) to meet the communication needs of both users and IT staff, [7] and also to satisfy both Customer and IT Provider objectives.

4. HP Service Manager software - Wikipedia

   en.wikipedia.org/wiki/HP_Service_Manager_software

   Service Manager is an ITSM Tool using the ITIL framework providing a web interface for corporate changes, releases and interactions (request fulfillment) supported by a Service catalog and CMDB. For a summary of the functionality, screenshots , data sheets , white papers and more information refer to the sources listed above.

5. Supportworks - Wikipedia

   en.wikipedia.org/wiki/Supportworks

   Supportworks is an issue tracking system designed for use in help desk and information technology (IT) environments. Two branches of the software are developed concurrently, Supportworks ITSM, a certified ITIL compatible IT service management (ITSM) solution, [4] and Supportworks Helpdesk Professional. [3]

6. Samanage - Wikipedia

   en.wikipedia.org/wiki/Samanage

   The ITIL-ready service desk includes a self-service portal, service catalog, knowledge base, and SLA management tool. [2] The Samanage REST API allows for integration [ 3 ] with hundreds of applications.

7. Data center management - Wikipedia

   en.wikipedia.org/wiki/Data_center_management

   An ITIL-compliant help desk is usually a part of a bigger service desk unit, which is part of ITSM. [42] As the incoming phone calls are random in nature, help desk agent schedules are often maintained using an Erlang C calculation.