ITIL TEMPLATES, DOCUMENTATION AND PROCESSES
ITIL acronyms can be very confusing. Download this FREE list to help you decipher them. ..
This is a very comprehensive document that outlines a Service Process Architecture and Automation Strategy for ITIL implementation. ..
This is a comprehensive document outlining the structure and roles of an ITIL organization which is aligned to ITILV3. It also describes in great detail the functional responsibilities recommended to implement ITIL. ..
This is a very comprehensive list of ITIL metrics to assist you to define your measurement and success criteria for internal IT, outsourced IT or IT Shared Services. There are hundreds of metrics to choose from across all ITIL processes. ..
A simple but effective series of questions to conduct a quick Service Desk or Help Desk Customer Satisfaction Survey. ..
A responsibility matrix for Account Managers, Service Delivery Managers, Incident and Change Managers within a Managed or Shared Services organisation. ..
A comprehensive guide to improving the performance of a Service Desk function within an Outsourced or Shared Services organization. Service desk best practice guide. ..
A comprehensive description of an Incident Managent process. ..
A paper focussed on improving the Incident Management communication process. ..
A questionnaire to assist with determining the maturity of your Incident Management processes. ..
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