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The New Librarian

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ITIL Concepts To Improve Library and Research Services to the normal operating state of a system that may impact a service or an asset). This helps ascertain the impact of an event on the service and determine the appropriate action to take following an event. In IT, these events can vary from security breaches and servers going down to software licensing limits being surpassed. Each event triggers a reaction from the service provider, often initiating predetermined processes to remedy the situation. Events also happen in the world of the LRS, and they can be classified in much the same way as ITIL classifies them for IT. Within the LRS, team members receive calls regarding client billing issues, database access issues or missing books, to name a few. The LRS can learn from ITIL by documenting predetermined processes for handling event resolution. Today, most LRS teams handle events on-the-fly, working as quickly as possible to resolve the issue but not taking the time to find the best way or document steps. Documentation of event resolution processes, assignment of LRS roles to each and training of LRS team members can improve efficiency and reduce time to resolve the problem. Request Fulfillment: The request fulfillment process is best described in contrast to its sibling service within the ITIL framework ā€” incident management. Both incident management and request fulfillment requests are often handled, at least initially, by the IT service desk. When a user calls with a difficulty, such as "My computer isn't working" or "I can't log in," an "incident" is recorded and the service desk personnel attempts to return that user to normal operation as quickly as possible. If, however, the user requests an additional asset, like a second monitor or a bit of knowledge (e.g., "How do Iā€¦?"), the call is handled as a "request" and request fulfillment procedures are implemented. There are many ways the LRS can benefit from request fulfillment concepts. First we need to define our terms. For our purposes, the reference/research desk replaces the service desk as the first point of contact. Requests in the LRS world cover a variety of things, including requests for materials (print or electronic), requests for research (legal and nonlegal) and requests for passwords or database licenses. Next we need to rely on documented, repeatable, reliable methods for fulfilling the request to provide consistent results. We need to develop process models that improve efficiency and deliver high-quality results quickly and effectively. In addition, we need to configure systems to manage the requests, capturing knowledge gained along the way, measuring successful completions and identifying instances where the team falls short. Keeping all of the balls in the air when requests are coming in from multiple offices across the world can be difficult. Request fulfillment implementation will give managers a way to see the status of requests, to be alerted when requests have gone beyond a reasonable delivery time and to capture customer reaction to the results. Service Transition: The service transition phase of the ITIL framework is intended to make sure that services, as defined in the service catalog and as designed in the ITIL service design phase, are implemented and deployed in such a way that operations can reliably ensure delivery. The concept of service transition as a whole is a worthy pursuit for library services. The concept may require implementing a number of processes included in the ITIL framework ā€” change management, release and deployment management, and service asset and configuration management. Each of these processes has a very specifically defined purpose within IT, which may differ slightly in the LRS environment. For example, within ITIL, a "change" is broadly defined as "the addition, modification or removal of anything that could have an effect on IT services." Change management is responsible for managing these changes in a manner that creates minimal disruption to existing IT services. In the LRS domain, we make changes all the time. We add databases to our portfolio of electronic resources, we add print materials to our collections and we add AALL/ILTA White Paper 43

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