The IT Infrastructure Library has established a set of best practices and an operational framework to assist organisations in providing efficient and reliable IT service management processes. Key components of an ITIL-based IT Service Desk include:
Incident Management
Incidents are the issues that business users face daily when applications and services do not work the way they are designed to. Incident resolution often involves resetting a password, finding a workaround for a software problem or adding paper to a printer tray. The ITIL framework is designed to streamline incident management.
Problem Management
A problem very often starts as an incident and is only re-classified to problem status after the severity of the underlying issue is established. An example of a problem is a server outage that affects the entire organisation.
Change Management
Change within an IT organisation is not without risk. ITIL is designed to assist the business in organising change functions and creating an operational framework to eliminate risk often associated with change, without sacrificing business efficiency.
Ticketing
The managing incidents, problems and change must be carefully prioritised to ensure that the organisation’s support teams balance urgent requirements with long-term projects. Ticketing within the ITIL framework is designed to organise and prioritise tickets, allowing support teams to focus on completing critical tasks on time.
Service Request Management
Not all support tickets are designated as an incident a problem or a change request. ITIL processes have included Service Request management as a way to differentiate support queries allowing the support staff to focus on areas of responsibility and expertise.
Service Desk Conclusion
A Service Desk is a business tool. It is designed for use across the organisation by all business units. As such, it is not for the exclusive use of the IT department. A Service Desk is tasked to do more than ensuring IT services are delivered, it also improves customer satisfaction by enabling the organisation to implement its business plan. The next article will discuss the critical differences between a Help Desk and a Service Desk.
If you have any questions about this article or would like us to contact you, give Ryan a call at abacon IT on 072 601 2858
Windows 11 Upgrade - Will it work on your lapop?
So, you’re wondering about Windows 11, the latest version of Microsoft’s operating system. It looks snazzy and has some neat features. But can your current laptop actually run it? Don’t worry, you don’t need a degree in IT to figure this out! We at abacon IT in Cape Town are here to help you understand the basics.
Upgrading your laptop to Windows 11 can give it a new lease on life. However, Windows 11 has certain system requirements. These are the minimum specifications your laptop needs to have to run the software smoothly. Think of it like needing the right ingredients for a recipe – without them, it just won’t work properly.
One of the most important parts is your laptop’s processor, often called the CPU (Central Processing Unit). This is the “brain” of your computer. Windows 11 needs a fairly recent and capable CPU to function well.
Which Processors Work with Windows 11?
Here’s a simplified look at the processors that are generally compatible:
Intel Processors:
- Generally, Windows 11 requires an 8th-generation Intel Core processor or newer. You might see names like “Intel Core i5-8xxx” or “Intel Core i7-11xxx.” The first number after the “i” (or “i3”) usually indicates the generation. So, an “i5-8250u” is an 8th-generation processor.
- Intel also has its Pentium and Celeron processors. For Windows 11, only certain newer models are compatible.
AMD Processors:
- For AMD, Windows 11 requires Ryzen 2000 Series and newer. You’ll see names like “AMD Ryzen 5 2xxx” or “AMD Ryzen 7 5xxx”. Again, the first number after “Ryzen” indicates the series.
- AMD also has Athlon processors. Similar to Intel’s Pentium and Celeron, only specific newer Athlon models will work with Windows 11.
Important Note: This is a general guideline. There can be exceptions, so it’s always best to double-check your specific processor.
How to Find Out Which Processor Your Laptop Has
Don’t fret, Windows makes it pretty easy to see what CPU is inside your laptop:
- Right-click the Start Button: This is the Windows logo (usually in the bottom-left corner of your screen).
- Select “System”: A new window will pop up with information about your computer.
- Look for “Processor”: You’ll find this listed under the “Device specifications” section. It will tell you the name of your processor, including the manufacturer (Intel or AMD) and the model number, which usually indicates the generation or series.
Once you have this information, you can compare it to the general lists above.
Other Important Bits for Windows 11
Besides the processor, there are a few other things Windows 11 needs:
- RAM (Random Access Memory): Consider this your laptop’s short-term memory. Windows 11 requires at least 4 gigabytes (GB) of RAM. More is always better for smoother performance. Instead, consider 16 gigabytes (GB).
- Storage: To install Windows 11, you’ll need at least 64 GB of free space on your hard drive or SSD (Solid-State Drive). An SSD generally makes your computer much faster.
- TPM 2.0 (Trusted Platform Module): This is a security feature. Most modern laptops have this, but it’s worth checking. You can usually find information on how to check for TPM 2.0 in your laptop’s BIOS settings (you might need to consult your laptop manufacturer’s website for instructions on accessing this).
- Graphics Card: Your graphics card needs to be compatible with DirectX 12 or later with a WDDM 2.0 driver. Most reasonably recent graphics cards will meet this requirement.
- Display: You’ll need a screen with a resolution of at least 720p (HD).
Still Not Sure? We Can Help!
Figuring out all these technical details can be daunting. If you’re still unsure whether your laptop is ready for Windows 11, don’t hesitate to get in touch with us at abacon IT in Cape Town.
Our friendly team can quickly assess your system and give you straightforward advice. We’re here to help your SME thrive with reliable IT solutions! Contact us at 072-601-2858 or email info@abacon.co.za, and we will call you back.
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