Service desk administration through Oracle Enterprise Manager

Next, we will work with IT Managers to ensure that user issues are recorded and surrounding documentation is captured to ensure rapid resolution. We will show how to create service requests, problems reports, and contact Oracle Support with these details:

The framework that sets the best practices for support management is known as Information Technology Infrastructure Library (ITIL). ITIL is a set of guidelines that describes an integrated and process-based best practice framework for managing IT services. It was developed in the late 1980s by the British government in response to the growing dependence on Information Technology. Over time, ITIL has evolved to become the de facto standard for service management.

The ITIL framework provides broad service management recommendations as well as common definitions and terminology. By adopting ITIL guidelines, businesses can achieve significant benefits in areas such as risk management...