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ITIL :: View topic - 'Ideal' service documentation a la ITIL v3?
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'Ideal' service documentation a la ITIL v3?

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

PostPosted: Wed Dec 12, 2007 8:30 pm    Post subject: 'Ideal' service documentation a la ITIL v3? Reply with quote

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.
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Thu Dec 13, 2007 8:14 pm    Post subject: Reply with quote

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.
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Mark O'Loughlin
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UrgentJensen
Senior Itiler


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

PostPosted: Thu Dec 13, 2007 9:03 pm    Post subject: re Reply with quote

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
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Thu Dec 13, 2007 10:10 pm    Post subject: Reply with quote

Nope. You have to make you own documents - policy etc yrself
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John Hardesty
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Change Management is POWER & CONTROL. /....evil laughter
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Fri Dec 14, 2007 12:21 am    Post subject: Reply with quote

Fair enough, I'll just sit tight for a while until someone else does it for me.
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Mark-OLoughlin
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Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Thu Dec 20, 2007 8:18 pm    Post subject: Reply with quote

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.
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Mark O'Loughlin
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UrgentJensen
Senior Itiler


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

PostPosted: Fri Jan 04, 2008 1:26 am    Post subject: Reply with quote

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
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