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 - Sierra Systems Extends Leadership in the IT Service Management (ITSM) Market
May 1, 2008 -- Sierra Systems announces that in the first quarter of 2008 it had achieved a level of certification unequaled in the markets it serves - over 200...  - more info 

 

Business Wire - iWave Software Introduces Its Next Generation of Integration Connectors for Microsoft System Center Operations Manager
April 29, 2008 -- New iWave System Center Operations Manager 2007 to CA's Unicenter[R] Service Desk r11 Connector Announced LAS VEGAS -- iWave Software, a leading...  - more info 

 

PR Newswire - EMA Leads IT Service Management Track at Interop Las Vegas
April 28, 2008 -- EMA founder Rick Sturm chairs ITSM track - analysts deliver presentations on ITSM and CMBD best practices BOULDER, Colo., April 28 /PRNewswire/ --...  - more info 

 

PR Newswire - Compuware Thought Leaders Contribute to New itSMF Book, 'IT Service Management, Global Best Practices'
April 25, 2008 -- New Book Provides Practical Advice on IT Service Management Best Practices DETROIT, April 25 /PRNewswire-FirstCall/ -- Compuware Corporation...  - more info 

 

Telecomworldwire - Free online ITIL V3 assessment introduced by Axios
April 17, 2008 -- TELECOMWORLDWIRE-17 April 2008-Free online ITIL V3 assessment introduced by Axios(C)1994-2008 M2 COMMUNICATIONS LTD http://www.m2.com Axios...  - more info 

 

Business Wire - CompuCom Systems Earns International Recognition for IT Service Management with ISO 20000 Registration
April 16, 2008 -- Third-Party Validation Underscores Company's Excellence in Quality and IT Service Management Leadership; Company Builds Upon Legacy of Expertise...  - more info 

 

PR Newswire - BancTec's Information Technology Service Management Division Stays Up Late
April 15, 2008 -- Expanded hours and days enhance service delivery for customers DALLAS, April 15 /PRNewswire/ -- BancTec, a global provider of advanced, high...  - more info 

 

PR Newswire - BMC Software CEO to Keynote Column Technologies' Fifth Annual Borgata Event
April 9, 2008 -- NEW YORK, April 9, 2008 /PRNewswire/ -- Column's Borgata Event has become a vital industry affair for IT executive, directors, managers and BMC...  - more info 

 

PR Newswire - Dimension Data Research Reveals Link Between ITSM Best Practice Framework Adoption and Quality and Reliability of IT in Business
April 8, 2008 -- Improved Communication Between IT, the Business and Third-Party Partners Results in More Effective Service Delivery NEW YORK, April 8, 2008...  - more info 

 

Market Wire - Windward Principal Consultant Russell Herrell to Present at 2008 itSMF USA Conference & Expo
April 1, 2008 -- Windward IT Solutions, the premier operationalmanagement consulting and systems engineering firm, announced today thatPrincipal Consultant Russell...  - more info