ITSM - SOA

Change Control - Help Desk - Service Requests
Blog - Personal Web Site - Sensitive Information
Incident and Problem Management

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Satisfaction with the service provided by the help desk and the service desk can be measured in a number of ways.  In a survey conducted of Janco clients only a little over 50% of all enterprise users were satisfied with the help desk service provided.

Metrics for Help Desk Service

The IT Service Management SOA Policy Template is a 126 page document that contains policies, standards, procedures and metrics that comply with the ITIL Standard. Included in the template are:

  • 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, e-Mail and Electronic Communication Policy
  • Blog & Personal Web Site Policy
  • Travel and Off-Site Meeting
  • Sensitive Information Policy
  • Sample Service Level Agreement with Metrics

 
In addition, the ITSM SOA template includes the Business and IT Impact Questionnaire, a Change Control Request Form and an Internet Use Approval Form. The document conforms with ITIL and has been updated to focus on supporting the the development, implementation and operation of a Service-Oriented Architecture.

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.

The IT Service Management Template come in following versions:

IT Service Management - Service Oriented Architecture Template - Standard Edition includes:

  • IT Service Management Policy 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.

IT Service Management - Service Oriented Architecture Template - Silver Edition includes:

  • IT Service Management Policy 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.

  • IT Service Management full multi-page job descriptions in MS WORD .docx and PDF formats
    • Director Sarbanes-Oxley Compliance
    • Manager Change Control
    • Manager Customer Service Center
    • Manager Help Desk Support
    • Manager Metrics
    • Manager Quality Control
    • Manager Service Level Reporting
    • Manager User Support
    • Capacity Planning Supervisor
    • Change Control Analyst
    • Change Control Supervisor
    • Help Desk Analyst
    • Metrics Measurement Analyst
    • Quality Measurement Analyst

IT Service Management - Service Oriented Architecture Template - Gold Edition includes:

  • IT Service Management Policy 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.

  • 243 IT Service Management full multi-page job descriptions in MS WORD .docx format. These multi-page job description include all of the job description in the Silver Edition, all come as individual files using long file names and are easily modified.

IT Service Management -Service Oriented Architecture Template - Platinum Edition includes:

  • IT Service Management Policy 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.

  • 243 IT Service Management full multi-page job descriptions in MS WORD .docx format. These multi-page job description include all of the job description in the Silver Edition, all come as individual files using long file names and are easily modified.

  • Internet and IT Job Descriptions HandiGuide - Over 600 pages in PDF format. PLUS up to 5 custom job descriptions when Job Content forms are provided to us within 30 days of purchase.

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