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

Incident and Problem Management

Your company can't afford to waste any IT infrastructure investment, but you probably can't afford to hire expensive consultants to develop an IT infrastructure to fully support your Service-Oriented Architecture efforts either. Fortunately, you can now use proven ITSM best practices while developing your own infrastructure. The IT Service Management for SOA is a best practices methodology from Janco Associates that provides predefined standards, policies, and procedures for an enterprise to support its efforts as it begins the implementation of a Service-Orient Architecture.

The Template come in following versions:

• Standard Edition - ITSM Service-Oriented Architecture Template (WORD) - ITIL and ISO 20000 compliant
• Silver Edition - ITSM Service-Oriented Architecture Template (WORD) and 14 key Job Descriptions (WORD)
• Gold Edition - ITSM Service-Oriented Architecture Template (WORD) and 210 Internet and IT Job Descriptions (WORD).
• Platinum Edition - ITSM Service-Oriented Architecture Template (WORD), 210 Internet and IT Job Descriptions (WORD), Internet and IT Positions Descriptions HandiGuide (639 pages PDF format), PLUS up to 5 custom job descriptions when Job Content forms are provided to us within 30 days of purchase.

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.

*Note: The 14 ITSM positions are included in the Internet and IT Job Description HandiGuide® and in the 210 individual job description word files.

© 2008 Janco Associates, Inc. - ALL RIGHTS RESERVED  --  Revised: 05/02/08.