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Understand The Emerging Service Desk in the ITIL v3 World: A
Conversation with HDI Faculty Experts and Special Guest, Malcolm Fry
All right. So what do we have? Five completely new books. Dozens of new terms in
the lexicon, and even more acronyms. A handful of familiar terms that have been
replaced by different terms for the same thing. A misconception that processes
– the chapters and verses in ITIL v2 – have taken a back seat. Lots
of debate about how to migrate to v3 when your organization is already down the
road with v2 best practices. Even more debate about where to begin when most
everything in your service organization is in flames.
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