IT Service Management (ITSM) Service Oriented Architecture (SOA)
Fully Compliant -- 2024 Edition Policy Template - Over 338 pages in length
Change Control - Help Desk - Service Requests Blog - Personal Web Site - Sensitive Information
Includes supporting policies, full job descriptions, and forms
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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).
KPI Metrics for IT Service Management and Service Oriented Architecture
KPI metrics have taken off as measurement of the quality of IT's service has become a priority. Currently 67% of all organization have implemented the KPI approach. In a survey of 205 organizations that have these metrics in place we found that user perception is the top metric that most are focused on.
Service Requests and Help Desk Support are drives of user perception
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
- Patch Management and Version Control Policy
- Travel and Off-Site Meeting
- Sensitive Information Policy
- Work From Home and Telecommuting Policy
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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 basic template now includes seventeen (17) full job descriptions which define responsibilities. Thjey are:
- Vice President Strategy and Architecture
- Chief Experience Officer
- Director Electronic Commerce
- Director IT Infrastructure
- Manager Change Control
- Manager Customer Service
- Manager KPI Metrics
- Manager Security and Workstations
- Manager Service Level Reporting
- Manager Training and Documention
- Manager User Support
- Manager Vendor Management
- Manager WFH Sipport
- Change Control Analyst
- Change Control Supervisor
- Metrics Measurement Analyst
- SEO Specialist
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.
IT Service Management Template come is four versions
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