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

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1 Brochure More information from IT Service Management (ITSM) - Service Oriented Architecture (SOA) Description: ITIL Compliant -- Template Change Control - Help Desk - Service Requests Blog - Personal Web Site - Sensitive Information Just added BYOD Support and 7 new electronic forms When a system defect or workplace disruption hits, you need to act fast to ensure the enterprise can continue to function, your employees and associates are informed and productivity is maintained. And where better to designate the first responder than your service - help desk with a focus on IT Service Management (ITSM). IT Service Management (ITSM) and Service-Oriented Architecture (SOA) have gained great acceptance as the change management discipline has grown over the last several years. The percentage of participants using a structured approach to manage change has grown from 55% to 75%. The reasons ITSM, SOA, and change management have become so important to organizations in recent years are: - More and frequent changes - Change is occurring at an incredible pace in organizations today. The sheer quantity of changes is increasing, and changes are happening more frequently and faster than ever before. With such large amounts of change happening, organizations need a better and more structured way to manage the individuals in the organization impacted by all of these changes. - Dynamics of the business environment - With the rapid change in the economic climate, CIOs and their IT organizations are now required to do more with less. Change management and change control is one-step that insures that changes are implemented correctly. - Value system of empowerment - Over the last few years, value systems have shifted in many organizations. Old values of control and predictability have been replaced by new values to push decision-making, authority and responsibility down into the organization. While this shift has delivered many benefits, it has also made top-down changes more difficult and increased the resistance they face. Organizations with empowered work forces need to manage the human side of change more effectively than they did in the very hierarchical structure of the past. - Competitive advantage - Many sources of competitive advantage have eroded as information moves more quickly and across the globe in seconds. In upcoming years, speed and agility will be a central differentiation in the market place. In addition, organizations that do not use change management cannot build their internal competency too quickly and effectively implement change. Strong change management competencies within an organization are a key source of competitive advantage in coming years. The positive implications of change control management are: - CIOs and enterprise executives demonstrate their own and the organization's commitment to manage all of the process in around solutions being implemented. - Employees gain a solid understanding of why a change is being implemented. - Everyone engages in the solution being implemented. - Training is used to build knowledge in the implication of the change being implemented. - Resistance is identified and dealt with early in the process. - Communications are segmented and customized for each audience, answering the questions that they care about. - Momentum is built throughout different areas and levels within the enterprise. - Changes are less painful to the organization and to the employees. - A coalition of support among senior leaders and managers creates momentum throughout the organization. - Probability of meeting project objectives is increased. - The enterprise builds a history of successful change. The IT Service Management Template is a 130 page document that contains policies, standards,

2 procedures and metrics that comply with version 2 and 3 of the ITIL. Chapters of the template include: - Service Requests - Service Request - Help Desk - Help Desk sitil Service Management - Help Desk Procedures - Help Desk Service Level Agreement - Change Control - Change Control Quality Assurance - Change Control Management Workbook - Documentation - Application Version Control - Version Control - Internet - - Electronic Communication - Blog & Personal Web Site - Travel and Off-Site Meeting - Sensitive Information 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. IT Service Management - Service Oriented Architecture Template - Edition includes: IT Service Management Template(Word) is a 140 plus page document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, service requests, blog / personal web site, and travel and off-site meetings. It also contains a Change Request Form, Business and IT Impact Questionnaire, and an Internet Use Approval Form. This Template is ITIL compliant. Incuded are seven (7) ready to use electronic forms: - Blog Compliance Agreement - BYOD Access and Use Agreement - employee Agreement - Internet Access Request - Internet and Electronic Communications - Internet Use Approval - Sensitive Information Compliance Agreement Contents: IT Service Management and Service-Oriented Architecture Definition Infrastructure Service Management s IT Service Management Best Practices for IT Service Management ITIL Service Desk Incident Management Problem Management Change Management Configuration Management Release Management ISO/IEC Service Request Statement

3 Goal Service Request Service Request Process Problem Resolution Process Scheduled Service Request Service Request Management Management & Functional IT Heads Functional IT Representative (Help Desk Personnel) Help Desk Best Practices Help Desk Statement Goal Help Desk s Best Practices for the Help / Service Desk Roles and Responsibilities Help Desk Procedures Procedures Service Request Help Desk Priority Matrix & Process Flow Charts Help Desk Service Level Agreement Service Level Agreement Help Desk Availability Call Priorities Scheduled Tasks Loaner Equipment Acknowledgment Times Acknowledgments Achieved Resolution Times Escalation Resolutions Achieved on Time Metrics Support Scope s Internet s User Guidelines Employing the Help Desk Training Problem Reporting Ticket Closure Change Control Change Control Quality Assurance Change Control Management Workbook Documentation

4 Version Control Statement Goal Version Control Change Environment Test Environment Production Environment Quality Metrics Access Control Documentation Version Releases Version Walkthrough Alpha Beta Production Definitions Internet, and Electronic Communication Internet and Electronic Communication Travel and Off-Site Meetings Security Data and Application Security Minimize Attention Public Shared Resources Off-Site Meeting Special Considerations Blog and Personal Web Sites Rights to content Guidelines Personal Website and Blog Guidelines Non ENTERPRISE domains Security s BYOD Device Requirements Security Help & Support Sensitive Information Secure Network s Regularly Monitor and Test Networks and Business Records Retention Maintain an Information Security Service Level Agreement for [The Application] Three-Tier Environment SLA Internal IT SLAs Hardware/Network Maintenance Backup and Recovery

5 Application Administration Application Updates External SLA IT Obligations End User Obligations Appendix Change Control Request Form Business and IT Impact Analysis Questionnaire Blog Compliance Agreement BYOD Access and Use Agreement - Employee Acknowledgment Internet Access Request Internet & Electronic Communication - Employee Acknowledgment Internet Use Approval Sensitive Information Compliance Agreement What's New Version 42 Version 41 Version 40 Version 34 Version 33 Version 32 Version 31 Version 30 Version 22 Version 21 Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8, Ireland.

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