Hi,
I am in a process of writing SOPs for a 24*7 support project.
I need some inputs for writing following SOPs
1. Incident management
2. Problem management
3. Call management
4. Knowledge management
5. Route cause analysis corrective/preventive action management
Thanks
Sunil
Writing SOPs for ITIL
If we tell you all that we will be the authors and not you. Then you won't get paid.
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
William Penn 1644-1718
I do see a lot of diagrams on internet which is free of charge, so you may need to start from there.
Also when you went through the ITIL foundation, you did not see that part?
Also when you went through the ITIL foundation, you did not see that part?
Luo, Tian-Hong (Ken)
Regional Operation Lead
ITIL Expert Certified
Regional Operation Lead
ITIL Expert Certified
Writing the policies, process and procedures (in that order) for each one of the 'management' pieces as it relates to the organisation YOU work for.sunilsatghare wrote:Hi,
I am in a process of writing SOPs for a 24*7 support project.
I need some inputs for writing following SOPs
1. Incident management
2. Problem management
3. Call management
4. Knowledge management
5. Route cause analysis corrective/preventive action management
Thanks
Sunil
That should keep you busy for about 15 years.
Please work out with the IT owners very closely to write this down .
As other friends have updated in this page take help of google where you have the charts
As other friends have updated in this page take help of google where you have the charts
Kranti Kiran Kumar Gedela
Project Manager - SAP
ITIL® Expert
Prince2®
CSM® CSPO® CSP®
PMI® SAP®
Lean Six Sigma Black Belt ®
Project Manager - SAP
ITIL® Expert
Prince2®
CSM® CSPO® CSP®
PMI® SAP®
Lean Six Sigma Black Belt ®