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

ITIL Compliant -- Policy Template

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

The IT Service Management Policy Template is a 126 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
IT & Internet Position Description HandiGuide				X

 

The ITSM 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

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 204 jobs from our Internet and IT Position Descriptions HandiGuide, and the Platinum Edition contain the PDF (639 page) Internet and IT Position Description Handiguide - 2007 Edition.

 

IT Service Management News

 

Business Wire - Department of Information Technology and Telecommunications and BMC Software Announce Significant Improvements in Customer Service Delivery
June 24, 2009 -- BMC Software Enables Citywide Service Desk to Better Detect, Diagnose and Assign Technology Issues for Resolution, Contributing to Enhanced...  - more info 

 

Corporate IT Update - Axios Systems announces contract win with UK police force
June 11, 2009 -- CORPORATE IT UPDATE-(C)1995-2009 M2 COMMUNICATIONS Axios Systems, a specialist provider of IT Service Management (ITSM) solutions, announced...  - more info 

 

Telecomworldwire - Axios Systems announces contract win with UK police force
June 11, 2009 -- TELECOMWORLDWIRE-11 June 2009-Axios Systems announces contract win with UK police force(C)1994-2009 M2 COMMUNICATIONS http://www.m2.com Axios...  - more info 

 

Wireless News - Epicor Releases Epicor ITSM 2009
June 3, 2009 -- Wireless News 06-03-2009 Epicor Releases Epicor ITSM 2009 Type: News Epicor Software, a provider of enterprise business software solutions...  - more info 

 

Telecomworldwire - Epicor introduces Epicor ITSM 2009
June 2, 2009 -- TELECOMWORLDWIRE-2 June 2009-Epicor introduces Epicor ITSM 2009(C)1994-2009 M2 COMMUNICATIONS http://www.m2.com Epicor Software Corporation...  - more info 

 

Business Wire - Epicor Announces Immediate Availability of Epicor® ITSM 2009
June 1, 2009 -- IT Service Management Solution Delivers Increased Performance, Enhanced Portal Deployment Capabilities and Broader Language Support ...  - more info 

 

PR Newswire - PMG Expands Global Reach with New Alliance Partners
May 28, 2009 -- IT Service Catalog Provider Continues Rapid Growth ATLANTA, May 28 /PRNewswire/ -- PMG.net, Inc., the technology leader for ITIL compliant...  - more info 

 

Market Wire - Kovair Software Unveils Kovair Global Lifecycle Release 6.0
May 27, 2009 -- Kovair Software, a developer and supplier of Enterprise Class Application Life Cycle Management (ALM) and IT Service Management (ITSM) solutions,...  - more info 

 

PR Newswire - Oracle® E-Business Suite Service Applications Achieve PinkVERIFY™ Certification for ITIL v3 Compatibility
May 13, 2009 -- Oracle Continues to Help Customers Drive IT Operational Excellence through ITSM Best Practices REDWOOD SHORES, Calif., May 13...  - more info 

 

Market Wire - Total Resource Management Becomes an Approved IBM Authorized Independent Training Provider
May 5, 2009 -- Total Resource Management, Inc. (TRM), an IBM Business Partner and leading Maximo and Tivoli IT service management solution provider, has been...  - more info