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IT Service Management ITSM ITIL

IT Service Management (ITSM)
Service Oriented Architecture (SOA)

ITIL Compliant -- Policy Template

Version History

Change Control - Help Desk - Service Requests
Blog - Personal Web Site - Sensitive Information

      

The IT Service Management Policy Template is a 130 page document that contains policies, standards,  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 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.
 

  Standard
 Edition
Silver Edition Gold
Edition
Platinum
Edition
ITSM - SOA Template Word X X X X
ITSM - SOA 14 Job Descriptions
(see list of job descriptions below)
  X X X
204 IT and Internet Job Descriptions     X X
Security Audit Program       X
IT & Internet Position Description HandiGuide       X

      

The ITSM - SOA Job bundle contain the following 14 job descriptions:

1. Director Sarbanes-Oxley Compliance
2. Manager Change Control
3. Manager Customer Service Center
4. Manager Help Desk Support
5. Manager Metrics
6. Manager Quality Control
7. Manager Service Level Reporting
8. Manager User Support
9. Capacity Planning Supervisor
10. Change Control Analyst
11. Change Control Supervisor
12. Help Desk Analyst
13. Metrics Measurement Analyst
14. Quality Measurement Analyst

 

      

 

 

 

 

 

 

 

ITSM News



The union between Yourself Outcurve Economic planning and SOA
05/01/2008 ITIL is a standardized call up and bank as respects documents that are hooked on executive officer the administration as respects a skeleton being Ourselves Servility Governance. This customizable casing defines how ITSM is applied ... - more info

 

  
TIBCO proactive management approach enables SOA performance …
05/01/2008 ITIL, IT service management methods, various compliance measures, and the seemingly never-ending mantra for IT to do more with less are behind these necessary trends. Yet SOA brings a new level of needed sophistication to how IT runs … ... - more info

 

  
TIBCO proactive management approach enables SOA performance …
04/30/2008 ZDNet - USA ITIL, IT service management methods, various compliance measures, and the seemingly never-ending mantra for IT to do more with less are behind these … (more) - more info

 

  
TIBCO proactive management approach enables SOA performance …
04/30/2008 ITIL, IT service management methods, various compliance measures, and the seemingly never-ending mantra for IT to do more with less are behind these necessary trends. Yet SOA brings… (more) - more info

 

  
ITIL Service Outage Analysis (SOA) in 7 Steps
04/30/2008 The IT Infrastructure Library (ITIL) refers to Service or Systems Outage Analysis (SOA) as a method to improve availability. Unfortunately, the ITIL does not indicate how one actually performs SOA! This article explains the benefits of ... - more info

 

  
(shameless plagiarised from this work on SOA - real time …
04/21/2008 By MJE(Guy) explicit management of the alignment of the business (strategies and operati= ons) and IT - Service management that is suited to the granularity of servic= es provided and consumed (service level management, service life ... - more info

 

  
ITIL & Service Oriented Architecture
04/11/2008 The old saying about never throwing away a necktie, just hold on to it and it will come back into style is applicable to SOA and ITIL too. Many of the concepts underlying the development of “loosely coupled” applications can be traced ... - more info

 

  
CHIEF ARCHITECT (RTI) in US
04/08/2008 Working knowledge of Business and IT Service Management (BSM/ITSM) 6. ITIL Foundation certified 7. Strong understanding of Service Oriented Architecture (SOA), J2EE/.NET and other services-based programming disciplines 8. … (more) - more info

 

  
SOA Revisionism
03/31/2008 that a higher purpose is at work here, and that SOA is a subset — not even a leading driver, perhaps — of the end-game,” taking its place in line with other megatrends of the moment like SaaS, cloud computing, BPO, ITIL and so on. ... - more info

 

  
IT Service Management Automation Essential for Complex Data …
03/25/2008 A study by Enterprise Strategy Group (ESG) finds that IT management teams are struggling to keep up with the operational complexities caused by large-scale roll-outs of virtualization, SOA and Web 2.0 solutions. … (more) - more info

 

  
New ESG Research Identifies IT Service Management Automation and …
03/24/2008 New research from the Enterprise Strategy Group (ESG), finds that IT management teams are struggling to keep up with the operational complexities caused by large-scale roll-outs of virtualization, SOA (service-oriented architecture) and ... - more info

 

  
War declared against JBOWS architecture… but is it something we …
03/22/2008 ZDNet - USA In fact, SOAs don’t have to be 100% pure and elegant: “I feel about SOA as I do about ITIL [IT Infrastructure Library]: it’sa concept that needs some … (more) - more info

 

  
Links List 3.21.08
03/21/2008 If you’re using ITIL version 3, here are 25 errors identified by the IT Skeptic. Mike Kavis at MadGreek shows us ways to effectively sell SOA to businesses. The trick is to consider what any good salesperson would do, and that is to … ... - more info

 

  
SOA and RFID top CIOs’ wishlists
03/19/2008 ZDNet UK - UK … storage over IP; salesforce automation tools and marketing management; ITIL (information technology library); document management and online exchanges; … (more) - more info

 

  
RFID, SOA top CIOs’ shopping lists for next year
03/19/2008 ZDNet Asia - Asia … storage over IP, sales force automation tools and marketing management, ITIL (information technology library), document management and online exchanges, … (more) - more info

 

  
cn it service management is online
03/14/2008 By sorgea news aus dem bereich itil, service management, SOA und Prince 2 erwarten sie hier. (more) - more info

 

  
cn it service management is online
03/14/2008 news aus dem bereich itil, service management, SOA und Prince 2 erwarten sie hier. - more info

 

  
Nexaweb Advance takes RIA value to the enterprise application …
03/03/2008 ZDNet - USA … changing entire classes of applications, and aligning them with SOA, SaaS, data center consolidation, ITIL, and energy-conservation/green initiatives. … (more) - more info

 

  
Still unsolved: The relationship between IAM, SOA, and BSM
02/29/2008 BSM (Business Service Management), or ITSM (IT Service Management), or BTO (Business Technology Optimization), or however you will name what has been systems management and now, with a new layer on top, is something “entirely new”. ... - more info

 

  
Rakesh Radhakrishnan - Sun: Identity enabled ITIL software for ICT …
02/28/2008 TOGAF aligns to ITIL, and I commented on the role of Identity in ITIL in 2006. N(i)2 is a key Sun partner that plays a important role in this space. Identity enabled Service Management is critical for SOA in an Enterprise, … (more) - more info

 

  
HP ramps up SOA software launches
02/13/2008 Computer Business Review - UK The new version will improve its ability to tie into IT Service Management (ITSM) and IT Infrastructure Library (ITIL) schemes, with the overall goal being … (more) - more info

 

  
ITIL, SOA, BI, MDM, CMDB, BPM - Hot Acronyms Compared
02/11/2008 Comparison of hot IT job skills. (more) - more info

 

  
HP delivers new governance services and software to drive SOA
01/29/2008 HP announced a new set of SOA governance software and services to help customers accelerate and simplify their SOA-related projects. (more) - more info

 

  
managementBusiness SOA transformation is a top agenda item for …
01/14/2008 By management(management) For many years, HP Software has been an important part of enabling effective IT operations, whether it’s better data center operations, more effective IT service management, automating key IT processes or ... - more info

 

  
Eclipse prepares open source SOA framework
01/09/2008 Swordfish set for 2008 launch. (more) - more info

 

    
 

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