Using MOF to resolve common Windows service desk challenges

As the single point of contact for users, the service desk faces many challenges. The greatest challenge is probably that the incident management process is not as efficient or effective as it could be because interactions with the IT service provider are not optimized. But all is not lost. Windows IT managers can use the Microsoft Operations Framework (MOF) 4.0 -- an IT service management prescriptive -- to help streamline the process.

Let's take a look at five common service desk issues and ways admin

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istrators can use MOF to address them.

Of course, there are many other challenges that service desks face. This checklist simply highlights some of the more common problems. Microsoft has done a great deal of work to extend its operations framework with the holistic lifecycle model based on service management best practices. Windows managers can use this framework to improve their incident management process.

Stuart D. Galup is an associate professor of computer information systems at Florida Atlantic University. He is a Certified Computing Professional, ITIL Expert, ISO/IEC 20K Consultant/Manager, and CGEIT. He has held a number of senior information technology positions and holds a U.S. patent. Galup has written more than 45 academic publications and two books.