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

 

BancTec's Information Technology Service Management (ITSM) Division Celebrates Four Years of Rapid Growth in Europe (PR Newswire via Yahoo! Finance)
The ITSM division of BancTec, a global provider of advanced, high volume document and payment processing solutions and services, recently celebrated its fourth anniversary of providing service to the European market.  - more info 

 

General Business News (Manufacturing and Logistics IT)
Epicor Software Corporation, a leading provider of enterprise business software solutions for the midmarket and divisions of Global 1000 companies, has been awarded the CRM Excellence Award from Technology Marketing Corporation’s (TMC) Customer Inter@ction Solutions magazine.  - more info 

 

ITIL fails to reduce costs (TechWorld)
Adds to complexity says analyst. Claims that ITIL will cut costs, free resources, or speed up processes are unfounded, according to a senior analyst. In fact, it will do the opposite, said IDC's Chris Murray.  - more info 

 

Compuware holds multi-city roadshows (CPILive.net)
Compuware held roadshows in Riyadh, Kuwait and Dubai on the best practices in IT Service Management (ITSM). CIOs and other senior IT executives from leading organisations in the region attended the event.  - more info 

 

Epicor bestowed with CRM excellence award (CIOL)
IRVINE, USA: Epicor Software Corporation announced that it has been awarded the CRM Excellence Award 2008, for the sixth year, by Technology Marketing Corporation's (TMC) Customer Inter@ction Solutions magazine.  - more info 

 

Epicor(R) Earns Sixth CRM Excellence Award (Centre Daily Times)
Epicor Software Corporation (NASDAQ:EPIC), a leading provider of enterprise business software solutions for the midmarket and divisions of Global 1000 companies, announced today that it has been awarded the CRM Excellence Award from Technology Marketing Corporation's (TMC) Customer Inter@ction Solutions magazine. Epicor IT Service Management (ITSM) was chosen as a winner in the award program for ...  - more info 

 

Epicor(R) Earns Sixth CRM Excellence Award (Business Wire via Yahoo! Finance)
IRVINE, Calif.----Epicor Software Corporation , a leading provider of enterprise business software solutions for the midmarket and divisions of Global 1000 companies, announced today that it has been awarded the CRM Excellence Award from Technology Marketing Corporation's Customer Inter@ction Solutions magazine.  - more info 

 

Features and Case Studies (ZDNet Australia)
The question on the lips of most CIOs is no longer whether to send work offshore. It's a question of how much to send. Most critical business processes now depend on IT to some extent so it's no surprise that companies are recognising they must have effective control over technology.  - more info 

 

Software connects IT service management applications. (ThomasNet)
The iWave System Center Operations Manager 2007 to Unicenter Service Desk r11 Connector enables users to seamlessly exchange information between the two programs. GUI provides set of tools to design, deploy, and manage iWave. Microsoft's System Center Operations Manager helps organizations centrally manage their physical and virtual environments, including desktops, mobile devices, and data ...  - more info 

 

iWave Software Introduces Its Next Generation Of Integration Connectors (CRM Today)
iWave Software, a provider of IT integration and process automation software, today announced a new line of integration connectors designed to help customers combine Microsoft System Center Operations Manager with other IT service management (ITSM) applications.  - more info