'Ideal' service documentation a la ITIL v3?

[UrgentJensen]

Hi,

I've just been roped into looking at my IT department's docuementation and it's clear there's no defined group of documents that are fundamental for every given service, point in lifecycle and process/procedure.

Does anyone have a V3 guide framework they could share with me, even if it's just your own design? Or is it just best to follow ISO20000?

Much appreciated,

Urgent.

[Mark-OLoughlin]

Hi,

sounds like yoru about to delve into the world of servcie portfolio and service catalogue. You need to identify what a service is, what type you have, what are the services and then define the OLA's and SLA's for these. Thats for starters but it does get you the "documentation" on the services that you need.

The ITIL V3 service strategy book deals with Service portfolio Management so that is a good starting point for you.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant

[UrgentJensen]

Thanks Mark.

Agree with your points, though I'm not looking to do any ITIL implementation work at the moment, I'm just looking for a documentation 'silver bullet'.

By that I mean, irrespective of how you define your services, does anyone know of a generic ITIL v3 based documentation set, to cover the service life cycle?

Cheers,

Urgent

[UKVIKING]

Nope. You have to make you own documents - policy etc yrself
_________________
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter

[UrgentJensen]

Fair enough, I'll just sit tight for a while until someone else does it for me.

[Mark-OLoughlin]

Hi,

can you wait until April? there is a best practice guidance due out then. Not sure that if will provide you everything that you need but it is meant to cover some of the areas not catered for in terms of templates, guides etc.

I have a full piece on Service Portfolio Management but can't provide it to the public until the publication is made available.
_________________
Mark O'Loughlin
ITSM / ITIL Consultant

[UrgentJensen]

Hi Mark,

I forgot I'd posted this query, thanks for your response.

I will wait, it's not super urgent and I simply haven't got time to do it all myself, but will be something benefitial as we try and rationalise our many directories of documents into something more useful.

Why did I get lumbered with this (grumbles and slopes away shaking head...)

Cheers,

Urgent