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IT Service Management (ITSM) Service Oriented Architecture (SOA) ITIL Compliant -- Policy Template Change Control - Help Desk - Service Requests Blog - Personal Web Site - Sensitive Information

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 Old values of control and predictability have been replaced by new values to push decision-making, authority and responsibility down into the organization.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. 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.

      

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

 

      

 

 

 

 

 

 

 

 

ITSM - SOA News

Beyond ‘fire mock drills’ to ‘terrorist attack mock drills’!

Yesterday I was fortunate enough to witness (quite accidentally) some thing interesting - I landed in the organization for a visit and was stuck in the security gate’s visitor’s room for more than an hour: One of the renowned IT ... - more info

Defining ‘Service’

Half -way into explaining the Service management, ITSM- its need, benefits etc etc, a student raised the hand and said: “Can you give a simple definition of ‘Service’?” My first reaction was to go back to the slide which had the [...] - more info

“Take another look” from EXIN

Here is a new initiative from EXIN to promote the knowledge, adoption and acceptance of ITSM with a special focus on ISO/IEC 20000: www.takeanotherlook.it In addition to the promotion of EXINs programs in ISO/IEC 20000 and ITSM, ... - more info

ITIL Certification Australia

While a version of ITSM is a component of ITIL, ITIL also covers a number of related but distinct disciplines and the two are not synonymous. The plan defines the actions necessary to prevent, detect, and mitigate the effects of ... - more info

ITIL/ITSM Headline News » Blog Archive » Daily ITIL News Feed ...

(more). itilitil problem management asset managment itil. itil and itsm itil definition of emergency change smc itil itil v3 cab itilfoundation examen itil itsm for dummies itil master sydney itil itsm fordummies …(more) ... - more info

itjobslondon: [Reed] Sales Engineer BSM ITSM ITIL or COBiT London ...

itjobslondon's status on Friday, 19-Jun-09 11:32:42 UTC. - more info

ITIL Certification could cost $60000 :: ITSM PORTAL Tool Selector ...

International platform for management of IT Services. - more info

Career choice CCNA or ITSM ITIL certification - Toolbox for IT Groups

Message in networking-career discussion group regarding Career choice CCNA or ITSM ITIL certification. - more info

The Birth of A New Profession - Service Catalog Manager - Service ...

Service Catalog 101 - Your one stop shop for Service Catalog tips, tricks, templates, trends, examples, ITIL best practices, and ITSM advice. Designed for IT professionals who want to learn how to get started with an IT Service Catalog. ... - more info

Recession and its impact on ITIL trainings « Vinod Agrasala's ITSM ...

The new ITIL qualification scheme looked Awesome to all involved in the 'Value chain' ( er… 'Value network' – to be more ITIL V3 'compliant' – Yes I am getting used to the word ITIL 'compliant', trying to use it with vengeance wherever ... - more info

Time once again for the weekly Change Advisory Board meeting ...

Time once again for the weekly Change Advisory Board meeting. #itsm #itil. - more info

Maintaining Momentum for Your ITIL Program vs. The Service Catalog ...

So, let's say that the sun is shining for you and you do get an ITSM/ITIL program sponsored. How do your prioritize the processes/functions/areas to start with? Vania believes that you should use the Executive Scorecard, ... - more info

Manager, Internal IT Services ITSM ITIL framework experience

TS CROWN SOLUTIONS, INC. San Francisco, CA Job title: Manager, Internal IT Services ITSM/ITIL framework experience. - more info

ITIL/ITSM Headline News » Blog Archive » Daily ITIL News Feed ...

We are looking for a IT Service Delivery Specialist in Dubai with the follbrief Degree in Computer Science, Information Systems, or relateddiscipline ITIL Foundation Certificate in IT Service Management is a plusInternational …(more) ... - more info

Break in the flow of writing…

A break in continually expressing your thougths is painful. It is even painful when external factors affect your time and energy to jot down the thoughts, when you have actually things to say… A few unfortunate turn of events have ... - more info

The IT SERVICE MANAGEMENT (ITSM) OASIS: Which ITIL Processes Shall ...

Tips, Gotchas and Information sharing for all who are learning ITIL and are on the IT Service Management(ITSM) implementation journey. - more info

Retweeting @itsmuncovered: New blog post: New World Order http ...

Retweeting @itsmuncovered: New blog post: New World Order http://ping.fm/MXaVq #ITSM #ITIL. - more info

Beetil: a new entrant in the ITSM/ITIL SaaS tools market | The IT ...

Here's an interesting new entrant in the SaaS ITSM/ITIL market, Beetil. You can trial it for free. - more info

Access Management | University ITSM

ITIL defines Access Management differently from IT Security Management. IT Security Management occurs in Service Design, creates policies, and informs Service Level Management on the access configuration for each service. ... - more info

IT Service Management based on ITIL V3: A Pocket Guide (English ...

IT Service Management based on ITIL V3: A Pocket Guide (English Version) (ITSM Library) (Paperback). IT Service Management based on ITIL V3: A Pocket Guide (English Version) (. This Pocket Guide is a concise summary of the ITIL version ... - more info

ITIL/ITSM Headline News » Blog Archive » Daily ITIL News Feed ...

itil v3 factsheet Rapidshare Search Engine. Search tags ITIL 2007 CBT NUGGETS FOUNDATION AND ITSM CERTIFICATION part1.httprapidsharecomfilesITIL_v32007_CBT_NUGGETS_FOUNDATION_AND_ITSM_CERTIFICAT …(more). PRINCE2(R) 2009 Online Launch ... - more info

More Accredited Examination Institutes (EI) - and the Need to be ...

As Planned, the ITIL V3 certification scheme and appointment of APMG as the ‘official accreditor’ is giving rise to more Examination Institutes (EIs) for ITIL: From just two - EXIN and ISEB till the V2 era - APMG itself came to the fore ... - more info

ITIL ‘Compliant’ tools?

from the ITIL owner, the OGC : All the way, experts across the world has been trying hard to create awareness in the IT(IL) world that there is nothing called ‘ITIL compliance’ - as it is a collection of best (uh… good!) practices. ... - more info

An expensive compliment from a friend | Service-now.community

An ITSM tool should meet the unique needs of the IT organization, not what a vendor or a certification group tells IT they need. The entire ITSM industry is indebted to the OGC for developing and promoting ITIL and IT best practices ... - more info

Interpreting ITSM Metrics Isn't Always Straight Forward | B Wyze ...

Michael Jagdeo (SCM, ITIL v2/v3) has an extensive background as an ITSM/ITIL enthusiast. He has worked on placements in Singapore, Dubai, London, and across North America. As Director at B Wyze Solutions, he manages relationships with ... - more info