Posted: Wed Feb 18, 2009 1:15 am Post subject: Folder Structure - ITILV3
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.
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 -
Continuty Service plan
Joined: May 25, 2008 Posts: 413 Location: Sydney, Australia
Posted: Wed Feb 18, 2009 8:57 am Post subject:
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 _________________ DYbeach
ITIL V3 Release, Control & Validation,
ITIL V3 Operation SUpport & Analysis
PMI CAPM (R)
"In times of universal deceit, telling the truth will be a revolutionary act." George Orwell
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 _________________ Did I just say that out loud?
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.
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Thu Feb 19, 2009 12:52 am Post subject:
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. _________________ "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
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