So now the proverbial “rubber hits the road”.  You’ve purchased a service desk tool, and you want it to support your ITIL process initiative.  So how do you get there?
This is part 3 of a three part series (Part 1, Part 2) discussing how to “Bridge the Gap” between Service Desks, IT Processes, and Workflow.  Part 3 offers some practical advice on how to get from what the ITIL Processes describe, and really getting the benefit through automation tools.
In the two parts that preceded this article, I discussed the value …