Purchase the ITIL Books as they have that
or go on a ITIL Foundation course

Why cant you write your own ?

A template that is written by someone else will not meet your requirements and you will have to edit it quite extensively

In addition, have you tried google searches as there should be a lot of examples on the net

My first question is
Does the contract with the Service rovider hav any detailed informaiton about the service levels - response & sresolution against the infrastrcture or the applications that they support

?

First., you need to separate the Incidents from the Problem Every time the issue occurs an Incident needs to be raised. PERIOD. The last time that the incident occur, a problem record was raised, linked to the incident and a solution for the root cause of the incident was found, developed, tested an...

The incident can be closed if the work around is applied and the users can use the functionality

The classification - priority and severity - should not be changed

And it also depends on your IM Policy

Auditors are NEVER KIND..

But I appreciate the thought

ADMIN: Edit previous and remove links

Happy New Year

My change Freeze has ended. The elves are back hard at work The reindeer are back foraging in the fields. The Norwegian Blue Parrot is still pine-ing for the fjords. UKIT, I am so glad senior mgmt. saw the light.. you could have added the following If we did a major system upgrade during the XMAS pe...

You don't need a QMS system to assess how effective an IT SM process is. It is quite much of an overkill. 1 - Every company from a one man shop to a congolomrate does IT SM whether they heard of ITIL, CoBIT, ISO20000, etc. The only difference is whether they are effective at it. Using comparative an...

Based on the stated requirement of Dutch and English language as well as EU visa work permit requirements

I would hazard a guess as the Netherlands... which is in Europe

Quality Management System are usually not part of the ITSM Processes. However, some quality activities such as standards and governance would be part of the IT SM Processes

OK Here is my two cents worth. Companies already have IT Service Management processes in place - regardless of whether the company staff can spell ITIL or not. They may have even implemented the IT SM processes and therefore have very good effective and efficient workage of the processes. So, using ...

As the result of the Change Advisory Board meeting, the change freeze is in place

Ok ISO 20000 does not really define things. ITIL does in a way as does CoBIT First an ugly truth about Change Management. It is bureacracy and time consuming. Second, it should be used where it does the most good and merely be a check box endeavour. Therefore, Change Management should be used where ...

Actually, everything you showed is a change as you are changing something in the IT resource - be it a server, database or application. In fact data entry can be considered to be a change - as you are changing the content of the fields. But the issue is whether it should be managed thru a formal or ...