Change Control - Help Desk - Service Requests
Blog - Personal Web Site - Sensitive Information
IT Service
Management (ITSM) Policy Template
Service-Oriented Architecture (SOA)
Incident and Problem Management
 
Satisfaction with the service provided by the help desk and the service
desk can be measured in a number of ways. In a survey conducted of
Janco clients only a little over 50% of all enterprise users were
satisfied with the help desk service provided.
The IT Service Management SOA Policy
Template is a 126 page document that contains policies, standards,
procedures and metrics that comply with the ITIL Standard. Included in
the template are:
- 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, e-Mail and Electronic
Communication Policy
- Blog & Personal Web Site Policy
- Travel and Off-Site Meeting
- Sensitive Information Policy
- Sample Service Level Agreement with
Metrics
In addition, the ITSM SOA template includes the Business and IT Impact
Questionnaire, a Change Control Request Form and an Internet Use
Approval Form. The document conforms with ITIL and has been updated to
focus on supporting the the development, implementation and operation of
a Service-Oriented Architecture.
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
Silver Edition contain the following
14 job descriptions in MS Word format:
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
The Information Technology Service Template
comes in Word and PDF Formats. In addition the Silver version
include the 14 job descriptions listed above (PDF and Word format), the Gold version includes the
210 jobs from our Internet and IT
Position Descriptions HandiGuide, and the Platinum Edition contain
the PDF (over 635 pages) Internet and IT Position Description
HandiGuide -
2008 Edition.
The table below provides more data on each
kit.
| |
|
IT Service Management
Template Versions |
|
Standard |
Silver |
Gold |
Platinum |
|
|
IT Service Management
Template |
X |
X |
X |
X |
|
|
IT Service Management14 detail job
descriptions - Word Format |
|
X |
X |
X |
|
|
Internet & IT Job Descriptions
(210 job descriptions) - Word Files - 1 per job description
Includes all 14 IT Service Management positions - For a list
of jobs
click here |
|
|
X* |
X* |
|
|
Internet & IT Job
Descriptions HandiGuide® - PDF |
|
|
|
X |
|
