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ITIL :: View topic - Folder Structure - ITILV3
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Folder Structure - ITILV3

 
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stanley_raj11
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Joined: Jan 01, 2009
Posts: 15
Location: India

PostPosted: Wed Feb 18, 2009 1:15 am    Post subject: Folder Structure - ITILV3 Reply with quote

Hi All,

We are a Service Desk team supporting a Client.
We have a Server share where we have all the project specific documents required to perform our day to day activities.
This includes:
Reports
ITIL Documents
Knowledge Base
Servic Transformation Plan

This is not according to ITIL V3 model.

We would like to transform this into a ITIL v3 model folder structure.
Can we go ahead -
Sevice Startegy
Service Design
Service Transition
Service Operation
Continuty Service plan

Any Suggestions?

Regards,
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3260
Location: London, UK

PostPosted: Wed Feb 18, 2009 1:20 am    Post subject: Reply with quote

Stanley

ITIL does not care how you arrange things on a server for your own use.

Where you use the ITIL v2 or v3 framework to create your directory structure has no real impact or influence on how ITIL oriented your company is

ITIL is Best Practice.

What ever work for you and you document this ... is ITIL best practice for you

ITIL does not force you to do things .. it recommends and advised - which you then determine if it is worth doing
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DYbeach
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Joined: May 25, 2008
Posts: 413
Location: Sydney, Australia

PostPosted: Wed Feb 18, 2009 8:57 am    Post subject: Reply with quote

It's what you do within those functions that matters. You can use any naming convention you like. What's more important is that people who need to use the information can get to it
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DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Wed Feb 18, 2009 6:55 pm    Post subject: Reply with quote

I'd also suggest that not all of V3 would be relevant to a service desk (apart from training material on the bigger picture because if the team know where they fit in then they'll be happier).

Focus on docuementation that is really important to an SD, things like: quality and detail of procedure documentation (and how current it is, of course), quality of incident logging, quality of customer service skills e.g. feed back on call closure etc. Quality of organisation around operational tasks - starters/leavers/user administration etc.

Those are the kind of things that make an SD stand out.

UJ
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stanley_raj11
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Joined: Jan 01, 2009
Posts: 15
Location: India

PostPosted: Wed Feb 18, 2009 11:09 pm    Post subject: Reply with quote

Hi All,

Thank you very much for the inputs. Shall

We had an Quaterly Audit whcih is taken by the Quality Team in our Organization. In the Audit the they have specified that, as our SD is not alligned the folder structure according to ITIL V3 it would be quoted as a findings.

Hence I was forced to ask if there was any folder structure which we need to follow.


Regards,
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Wed Feb 18, 2009 11:47 pm    Post subject: Reply with quote

Well if you had to be really anal about it then just have a folder system based on 'Service Operation' as it's the most relevant...

UJ
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Thu Feb 19, 2009 12:52 am    Post subject: Reply with quote

Stanley,

either your quality team is talking total rot, or some perverted idiot has documented a rule about folder structures without any context whatsoever.

What are you being audited against? It's not ISO20000, nor ISO9001, nor is it in any sensible way based on these.

For the purposes of day to day activity on your service desk, you require a folder structure that enables quick access to relevant folders. So the design of your folder structure must be dictated by your activities to be truly effective. I.e. design from use not from theory.

By the by, in your first list (current folder structure), what is held under "ITIL Documents"? If it is the manuals, fine. If it is just about anything else, then it is badly named and probably symptomatic of an extremely immature management system.
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