24 Jul 2008
Take-up of the IT Infrastructure Library (ITIL) standard has surged in the past four years, and staff with these skills will become increasingly valuable, according to trade body the Service Desk Institute (SDI).
Service levels on IT helpdesks, where the proportion of calls resolved at the first attempt rose from 21 per cent to 60 per cent between 2004 and 2008, according to an SDI survey of 159 service desk managers across 11 market sectors.
And adoption of ITIL standards increased to 68 per cent from just 30 per cent during the same period.
“Businesses will be increasingly looking for ITIL and SDI service desk-type qualifications,” said SDI founder Howard Kendall.
Strategic processes such as problem management and service level management have yet to be approached in the same way, said Kendall.
Have your say on this article
Newsletters
Latest stories from Careers and Skills
Latest videos
You may also like
Careers and Skills jobs
Technology Patent Wars
Case studies from large organisations across all sectors
... And rich media, and flexible working, and peaks in traffic ...
Upcoming Events
Join us for this Computing web seminar, in which the Head of BI at the Co-operative Group Nick Colebourn will be explaining just how he reigned in the Group’s sprawling database estate and how significant savings were realised and data quality improved as a result.
Date: 31 May 2012
Time: 11:00 AM
Live June 13th 11:00am: Register now. During this web seminar we will be looking at the sorts of incidents that can bring data centres grinding to a halt and what can be done about them.
Date: 13 Jun 2012
Time: 11:00 am
Receive the latest jobs direct to your inbox
Are you being paid what you are worth?
