IT Service Management (ITSM)
Service Oriented Architecture (SOA)
ITIL Compliant -- Policy Template
Change Control - Help Desk - Service Requests
Blog - Personal Web Site - Sensitive Information
When a workplace disruption hits, you need to act fast to ensure your employees are safe, keep them informed and maintain productivity. And who better to designate as a 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 Old values of control and predictability have been replaced by new values to push decision-making, authority and responsibility down into the organization.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 workforces 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 differentiator 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.
- Service Requests Policy
- Service Request Standard
- Help Desk Policy
- Help Desk Standards
- 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. You can see a full table of contents and some sample pages by clicking on the link below.
The ITSM - SOA Job bundle contain the following 14 job descriptions:
Director Sarbanes-Oxley Compliance
Manager Change Control
Manager Customer Service Center
Manager Help Desk Support
Manager Metrics
Manager Quality Control
Manager Service Level Reporting
Manager User Support
Capacity Planning Supervisor
Change Control Analyst
Change Control Supervisor
Help Desk Analyst
Metrics Measurement Analyst
Quality Measurement Analyst