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

  • ID: 3517539
  • Report
  • 79 pages
  • Janco Associates, Inc
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Change Control - Help Desk - Service Requests Blog - Personal Web Site - Sensitive Information
ITIL Compliant -- Policy Template

IT Service Management for Service Oriented Architecture(Word) document that contains standards, policies and procedures, metrics and service level agreement for the help desk, change control, and service requests. Individual policies are included for Blog, BYOD, electronic communications, Sensitive information, and Travel and off-site meetings. It also contains a Business and IT Impact Questionnaire, and several electronic forms included. They are: Blog Compliance Agreement; BYOD Access and Use Agreement; Email employee Agreement; Internet Access Request; Internet and Electronic Communications; Internet Use Approval; and, Sensitive Information Policy Compliance Agreement.

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 Policy Template is a 130 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 StandardsITIL Service Management
- 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.

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IT Service Management and Service-Oriented Architecture
- Definition
Infrastructure

Service Management Standards
IT Service Management
Best Practices for IT Service Management
ITIL
- Service Desk
- Incident Management
- Problem Management
- Change Management
- Configuration Management
- Release Management
ISO/IEC 20000

Service Request Policy
- Policy Statement
- Goal

Service Request Standard
- Overview
- Standard
- Service Request Process
- Problem Resolution Process
- Scheduled Service Request
- Service Request Management
- Responsibility
- Management & Functional IT Heads
- Functional IT Representative (Help Desk Personnel)
- Help Desk Best Practices

Help Desk Policy
- Policy Statement
- Goal

Help Desk Standards
- Overview
- Standard
- Best Practices for the Help / Service Desk
- Roles and Responsibilities

Help Desk Procedures
- Overview
- Procedures
- Service Request – Help Desk Priority Matrix & Process Flow Charts

Help Desk Service Level Agreement
- Overview
- Service Level Agreement
- Help Desk Availability
- Call Priorities
- Scheduled Tasks
- Loaner Equipment
- Acknowledgment Times
- Acknowledgments Achieved
- Resolution Times
- Resolutions Achieved on Time
- Metrics
- Support Scope
- Desktop Support
- Network Support
- Technology Standards

Internet Standards
- User Guidelines
- Employing the Help Desk
- Training
- Problem Reporting
- Ticket Closure
- Change Control Standard
- Overview
- Standard
- Responsibility

Change Control Quality Assurance Standard
- Overview
- Standard
- Testing
- Test Script Development
- Responsibility

Change Control Management Workbook
- Overview
- Standard

Documentation Standard
- Overview
- Standard
- Core Application Documentation
- Other Application Documentation
- Responsibility

Version Control Policy
- Policy Statement
- Goal

Version Control Standard
- Overview
- Standard
- Change Environment
- Test Environment
- Production Environment
- Quality Metrics
- Access Control
- Documentation
- Version Releases
- Definitions
- Responsibility

Service Level Agreement for [The Application]
- Overview
- SLA
- Internal IT SLAs
- External SLA

Policies
- Internet, E-Mail and Electronic Communication
- Blog and Personal Web Sites Policy
- BYOD Policy
- Sensitive Information Policy

Appendix
Change Control Request Form

Content Included as Separate Attachments

Policies
- Blog and Personal Web Site Policy
- BYOD Policy
- Internet, e-Mail, Social Networking, Mobile Device, Electronic Communications, and Record Retention Policy
- Sensitive Information Policy
- Travel, Electronic Meeting, and Off-Site Meeting Policy

Electronic Forms and Questionnaires
- Business and IT Impact Analysis Questionnaire
- Blog Policy Compliance Agreement – Electronic Form
- BYOD Access and Use Agreement – Electronic Form
- Email - Employee Acknowledgment – Electronic Form
- Internet Access Request – Electronic Form
- Internet & Electronic Communication - Employee Acknowledgment – Electronic Form
- Internet Use Approval – Electronic Form
- Sensitive Information Policy Compliance Agreement – Electronic Form

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