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

 

Market Wire - Service-now.com Hires Executives for New Positions in Customer Care, Application Development and Information Security
July 20, 2010 --

Service-now.com, the creators of modern software as a service (SaaS) for IT service management , today announced the appointment of three...  - more info 

 

Business Wire - CUSTOMER WIN: American Kennel Club Keeps IT Costs on Tight Leash with BMC Software
July 20, 2010 -- When the American Kennel Club needed to upgrade its IT service management solution, the organization turned to BMC Software's new Remedy OnDemand...  - more info 

 

Market Wire - ITpreneurs Hosts ITIL v3 Expert Certification Webinar: Are You a Lifecycle or Capability Expert?
July 8, 2010 --

ITpreneurs, a provider of IT Service Management (ITSM) training solutions, has announced the schedule for a new webinar series starting July...  - more info 

 

Business Wire - ManageIQ Extends IT Control of Virtual Infrastructures and Private Clouds with Service-now.com Integration
June 29, 2010 -- ManageIQ Extends IT Control of Virtual Infrastructures and Private Clouds with Service-now.com Integration. ManageIQ Enterprise...  - more info 

 

Market Wire - OTRS Extends Help Desk to the iPhone and iPad
June 24, 2010 -- Digital Experience - OTRS ( www.otrs.com ), the world's leading provider of open source Help Desk and ITIL-compatible IT Service Management (ITSM)...  - more info 

 

Market Wire - OTRS Help Desk Answered Toshiba Europe's Call
June 24, 2010 -- OTRS ( www.otrs.com ), the leading open service innovation and delivery platform, with help desk and ITSM modules such as configuration and change...  - more info 

 

Market Wire - Service-now.com Spring 2010 Release Includes Six New SaaS Applications for Modern ITSM
June 23, 2010 -- Red Herring 100 North America Conference -- Service-now.com, the creators of modern software as a service (SaaS) for IT service management ,...  - more info 

 

Business Wire - CUSTOMER SUCCESS: Major U.S. Healthcare Provider ‘Prescribes’ BMC Software To Ensure High-Quality Patient Care
June 23, 2010 -- When Novant Health needed to replace its ITSM tools and processes, the North Carolina-based non-profit healthcare system selected BMC's Business...  - more info 

 

Business Wire - CUSTOMER SUCCESS: Major Mortgage Lender Overhauls IT Service Management With BMC Software
June 16, 2010 -- When Bayview Financial Holdings needed a new IT service management platform to keep up with the fast-paced and volatile mortgage lending market, it...  - more info 

 

Market Wire - The IT Service Management Forum Canada Announces Election of a New President and Four Directors
June 15, 2010 -- itSMF Canada ( http://www.itsmf.ca ) announced the election of its new President and Chairman, and four Directors to the Board. These new positions...  - more info