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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IT Service Management for Service Oriented ArchitectureWhen 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

ITSM KPI Metrics

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.
The IT Service Management Policy Template MS Word document that contains policies, standards,  procedures and metrics that comply with 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
      • 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

IT Service Management - Service Oriented Architecture - PDF

ITSM - SOA Standard Edition 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. It is ITIL compliant. It include in a single 338 PDF page document:

  • ITSM standard with policies and procedures
  • 5 supporting policies - Blog and Personal Web Site Policy; BYOD Policy; Internet, e-mail, Social Networking, Mobile Device, Electronic Communications, and Record Retention Policy; Sensitive Information Policy; and Travel, Electronic Meeting, and Off-Site Meeting Policy
  • 20 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; and Sensitive Information Policy Compliance Agreement
  • 17 full job descriptions

NOTE: is available with optional 12 or 24 months of update service to the document and all of it components.

ITSM - SOA Silver Edition

  • IT Service Management for Service Oriented Architecture Template

  • IT Service Management - SOA Job Descriptions Bundle contains 24 full job descriptions (MS WORD format)

    • Chief Experience Officer
    • Digital Brand Manager
    • Director e-Commerce
    • Director IT Infrastructure
    • Director Sarbanes-Oxley Compliance
    • Manager Change Control
    • Manager Customer Service
    • Manager Customer Service Center
    • Manager Customer Site Support
    • Manager Help Desk Support
    • Manager KPI Metrics
    • Manager Metrics
    • Manager Quality Control
    • Manager Sarbanes-Oxley Compliance
    • Manager Service Level Reporting
    • Manager User Support
    • Capacity Planning Supervisor
    • Change Control Analyst
    • Change Control Supervisor
    • Help Desk Analyst
    • Help Desk Technician
    • Key Performance Indicator Analyst
    • Metrics Measurement Analyst
    • Quality Measurement Analyst

    Available with 12 or 24 months of update service

ITSM - SOA Gold Edition

  • IT Service Management for Service Oriented Architecture Template

  • 324 full IT Job Descriptions - Includes all of the job descriptions (MS WORD format) in the IT Service Management - SOA Job Descriptions Bundle plus the full inventory of Internet and IT job descriptions contained in Janco's Internet and IT Job Descriptions HandiGuide.

    Available with 12 or 24 months of update service

ITSM - SOA Platinum Edition

  • IT Service Management for Service Oriented Architecture Template

  • 324 full IT Job Descriptions

  • Security Audit Program - The Audit Program is IS0 28000, ISO 27000, Sarbanes Oxley, PCI-DSS, ITIL, and HIPAA compliant. It meets EU and US state requirements (Massachusetts, New York, and California) .

  • Internet and IT Job Descriptions HandiGuide - The PDF book is over 900 plus pages in length and contains 326 Job Descriptions in addition to a Job Progression Matrix Template, Job Evaluation Questionnaire, Employee Termination Checklist (electronic form), and Position Description Questionnaire.

    Available with 12 or 24 months of update service


Order ITSM Template  Download ITSM TOC