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IT Service Management (ITSM) - Service Oriented Architecture (SOA)
Description: ITIL Compliant -- Policy Template
Change Control - Help Desk - Service Requests Blog - Personal Web Site - Sensitive Information Just added BYOD Support and 7 new electronic forms
When a system defect or workplace disruption hits, you need to act fast to ensure the enterprise can continue to function, your employees and associates are informed and productivity is maintained . And where better to designate the first responder than your service - help desk with a focus on IT Service Management (ITSM).
IT Service Management (ITSM) and Service-Oriented Architecture (SOA) have gained great acceptance as the change management discipline has grown over the last several years. The percentage of participants using a structured approach to manage change has grown from 55% to 75%. The reasons ITSM, SOA, and change management have become so important to organizations in recent years are:
- More and frequent changes - Change is occurring at an incredible pace in organizations today. The sheer quantity of changes is increasing, and changes are happening more frequently and faster than ever before. With such large amounts of change happening, organizations need a better and more structured way to manage the individuals in the organization impacted by all of these changes.
- Dynamics of the business environment - With the rapid change in the economic climate, CIOs and their IT organizations are now required to do more with less. Change management and change control is one-step that insures that changes are implemented correctly.
- Value system of empowerment - Over the last few years, value systems have shifted in many organizations. Old values of control and predictability have been replaced by new values to push decision-making,
authority and responsibility down into the organization. While this shift has delivered many benefits, it has also made top-down changes more difficult and increased the resistance they face. Organizations with empowered work forces need to manage the human side of change more effectively than they did in the very hierarchical structure of the past.
- Competitive advantage - Many sources of competitive advantage have eroded as information moves more quickly and across the globe in seconds. In upcoming years, speed and agility will be a central differentiation in the market place. In addition, organizations that do not use change management cannot build their internal competency too quickly and effectively implement change. Strong change management competencies within an organization are a key source of competitive advantage in coming years. The positive implications of change control management are:
- CIOs and enterprise executives demonstrate their own and the organization's commitment to manage all of the process in around solutions being implemented.
- Employees gain a solid understanding of why a change is being implemented. - Everyone engages in the solution being implemented.
- Training is used to build knowledge in the implication of the change being implemented. - Resistance is identified and dealt with early in the process.
- Communications are segmented and customized for each audience, answering the questions that they care about.
- Momentum is built throughout different areas and levels within the enterprise. - Changes are less painful to the organization and to the employees.
- A coalition of support among senior leaders and managers creates momentum throughout the organization.
- Probability of meeting project objectives is increased. - The enterprise builds a history of successful change.
procedures and metrics that comply with version 2 and 3 of the ITIL Standard. Chapters of the template include:
- Service Requests Policy - Service Request Standard - Help Desk Policy
- Help Desk StandardsITIL Service Management - Help Desk Procedures
- Help Desk Service Level Agreement - Change Control Standard
- Change Control Quality Assurance Standard - Change Control Management Workbook - Documentation Standard
- Application Version Control Standard - Version Control Standard
- Internet Policy - e-Mail Policy
- Electronic Communication Policy - Blog & Personal Web Site Policy - Travel and Off-Site Meeting - Sensitive Information Policy
In addition, the ITSM template includes the Business and IT Impact Questionnaire, a Change Control Request Form and an Internet Use Approval Form. It conforms with ITIL.
The template can be purchased by itself or with supporting job descriptions. We do provide an update service for the template as it is modified.
IT Service Management - Service Oriented Architecture Template - Standard Edition includes:
IT Service Management Policy Template(Word) is a 140 plus page document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form. This Template is ITIL compliant. Incuded are seven (7) ready to use electronic forms:
- Blog Compliance Agreement - BYOD Access and Use Agreement - Email employee Agreement - Internet Access Request
- Internet and Electronic Communications - Internet Use Approval
- Sensitive Information Policy Compliance Agreement
Contents: IT Service Management and Service-Oriented Architecture Definition
Infrastructure
Service Management Standards IT Service Management
Best Practices for IT Service Management ITIL
Service Desk
Incident Management Problem Management Change Management Configuration Management Release Management ISO/IEC 20000
Service Request Policy Policy Statement
Goal
Service Request Standard Overview
Standard
Service Request Process Problem Resolution Process Scheduled Service Request Service Request Management Responsibility
Management & Functional IT Heads
Functional IT Representative (Help Desk Personnel) Help Desk Best Practices
Help Desk Policy Policy Statement Goal
Help Desk Standards Overview
Standard
Best Practices for the Help / Service Desk Roles and Responsibilities
Help Desk Procedures Overview
Procedures
Service Request – Help Desk Priority Matrix & Process Flow Charts Help Desk Service Level Agreement
Overview
Service Level Agreement Help Desk Availability Call Priorities
Scheduled Tasks Loaner Equipment Acknowledgment Times Acknowledgments Achieved Resolution Times
Escalation
Resolutions Achieved on Time Metrics
Support Scope Standards
Internet Standards User Guidelines
Employing the Help Desk Training
Problem Reporting Ticket Closure
Change Control Standard Overview
Standard Responsibility
Change Control Quality Assurance Standard Overview
Standard Responsibility
Change Control Management Workbook Overview
Standard
Documentation Standard Overview
Standard Responsibility Version Control Policy Policy Statement Goal
Version Control Standard Overview
Standard
Change Environment Test Environment Production Environment Quality Metrics
Access Control Documentation Version Releases Version Walkthrough Alpha
Beta Production Definitions Responsibility
Internet, E-Mail and Electronic Communication Overview
Internet and Electronic Communication Policy Policy
E-Mail Policy
Travel and Off-Site Meetings Security Data and Application Security Minimize Attention
Public Shared Resources
Off-Site Meeting Special Considerations Blog and Personal Web Sites Policy Policy
Rights to content Guidelines
Personal Website and Blog Guidelines – Non ENTERPRISE domains Security Standards
BYOD Policy Policy
Device Policy Requirements Security
Help & Support
Sensitive Information Policy Policy
Secure Network Standards
Regularly Monitor and Test Networks Email and Business Records Retention Maintain an Information Security Policy Service Level Agreement for [The Application] Overview
Three-Tier Environment SLA
Internal IT SLAs
Hardware/Network Maintenance Backup and Recovery
Application Administration Application Updates External SLA IT Obligations End User Obligations Appendix
Change Control Request Form
Business and IT Impact Analysis Questionnaire Blog Policy Compliance Agreement
BYOD Access and Use Agreement Email - Employee Acknowledgment Internet Access Request
Internet & Electronic Communication - Employee Acknowledgment Internet Use Approval
Sensitive Information Policy Compliance Agreement What's New
Version 42 Version 41 Version 40 Version 34 Version 33 Version 32 Version 31 Version 30 Version 22 Version 21
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