Posted: Sun Mar 18, 2012 2:01 am Post subject: What's the best source for boiler plate process guides?
We're in the midst of an initial ITIL implementation for the IT company I work for. We have typically focused on providing direct labor to large accounts and that has been quite lucrative for the company but we're starting to offer "as-a-Service" offerings of our own.
We have successfully deployed cloud solutions for Federal agencies but the ITSM maturity level of our offering is very immature and relying on hero work. We need to get a basic process framework in place for Incident, Event, Configuration, Change, and Problem management and build from there.
Can anyone recommend a set of process guides that would organize a small team around a common set of processes toward this end? The ITIL library is useful in defining the processes but we need some tactical-level processes. The architects and analysts involved number about 20 people so it's not a Herculean effort but we need some basic playbooks to build upon that have easily consumable guides so we can start using SIP to mature the organization. _________________ Rich
Retired Marine Officer
IT Exec, Northern VA
Joined: Mar 04, 2008 Posts: 1890 Location: Helensburgh
Posted: Mon Mar 19, 2012 7:51 pm Post subject:
I don't see how you can develop tactical level processes except from your own detailed requirements.
Why not start by documenting the "hero work" as processes and try to understand why each instance was necessary at the time. That will give you a bit of a gap analysis from which you will have excellent material for SIP (assuming SIP is about improvement.
You can derive the "basic process framework... for Incident, Event, Configuration, Change, and Problem management quite well from a combination of the ITIL publications, the ISO20000 standard document and your understanding of your objectives and requirements, and tempered by your policies. However, I would not classify such a framework as "tactical", but rather as fundamental. _________________ "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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