ITSM Toolkits and ITSM Software
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ITSM Toolkits
Implementing IT Service Management (ITSM) within an organisation can often be difficult. Putting in place all the appropriate processes and procedures can be taxing if not complex. Whether you are looking for a CMDB, for help with implementing ITSM from the ground up, or just for an appropriate set of templates for your ITSM documents/logs, then you need to consider a range of options - including the possibility that you will want to start smaller and grow your system and processes.
ITIL TEMPLATES - ITSM Toolkit, based on ITIL®
ITIL (The Information Technology Infrastructure Library) is a framework of best practice processes for IT Service Management originally developed by the UK Office of Government Commerce (OGC). These best practice processes have been drawn from both the public and private sectors internationally. ITIL is supported by a comprehensive qualifications program, accredited training organisations, and implementation tools such as the ITSM Toolkit, based on ITIL: the ITSM Excellerator Toolkit & other software tools.
The ITSM Toolkit, based on ITIL is a set of ITIL templates that provides a baseline set of proven, tactical deliverables for IT professionals. The ITIL-based tools within the toolkit include essential support materials, templates and guidance to initiate, accelerate and fine tune an ITIL focused organisation.
The ITSM Toolkit, based on ITIL includes the following templates and guidance:
- Service Level Agreement (SLA) Template
- Operational Level Agreement (OLA) Template
- IT Service Catalogue Template
- IT Service Narrative Template
- ITSM Service Delivery & Support Process Overviews
- Integrated ITSM Framework (CobiT, COSO, ITIL & ISO)
- ITIL Process Charter Template
- Process Maturity Advanced Self Assessment Workbook
- Roles & Responsibilities (ARCI) Template
Recent updates to the ITSM Toolkit, based on ITIL include additional ARCI examples for ITIL service support processes, process maturity levels and assessment guidance, new Service Narrative template, Service Catalogue update and examples, Service Desk reference worksheet, COSO relationship mapping for the ITIL Integrated Framework, Web-based navigation & supplemental PDF documentation and more...
All templates included in the ITSM Toolkit, based on ITIL include examples and guidelines for accelerated deployment. Specific guidance is also provided on implementation, which includes base-level service and pricing examples for IT products, process roles and responsibilities within an IT organization, IT process goals and objectives, process improvement milestones, customer and service provider requirements, IT service measurement examples, benefit and risk considerations...and more
The ITSM Toolkit, based on ITIL is available from the IT Governance online store as a single user download, multi-user download, single user CD or multi-user CD.
ITSM Excellerator Toolkit
The ITSM Excellerator Toolkit provides templates and tools to help accelerate ITIL-based service support & delivery assessment programmes, metrics programmes and improvement initiatives.
Materials and guidance provided in the ITSM Excellerator Toolkit include:
- Process Excellence Master Program Plan
- Process Excellence Program Awareness & Overview
- Detailed Program Charter & Planning Criteria
- Critical Success Factors & Key Performance Indicators
- IT Services Environment Assessment
- IT Services Improvement Action Matrix
- Measurement Planning & Program Overview
- Measurement Program Charter
- Process Measurement Workbook
- ITSM Metrics Library & Design Workbooks
- Communications Planning & Stakeholder Workbooks
The templates included in the ITSM Excellerator Toolkit include specific examples and guidance on such topics as supporting service improvement program tasks, including milestones, Key Goal Indicators, value-based design templates to align IT measurement with business goals and objectives, and much, much more…….
Any organisation's IT department will find the ITSM Excellerator Toolkit of immediate benefit, as it provides pre-built best practice materials that assist technology professionals with rapid process improvement, increasing service quality and reducing technology costs. Thus, allowing them to better align IT with the organisations goals.
The ITSM Excellerator Toolkit is available as a single user download, multi-user download, or on a single-user CD or multi-user CD
CMDB (Configuration Management Database)
A CMDB is a fundamental requirement of the ITIL ITSM framework. A CMDB is a central repository of information relating to configuration items (CIs). CIs are defined in the itSMF Dictionary of IT Service Management Terms, Acronyms and Abbreviations as “Any component that needs to be managed in order to deliver an IT service…..CIs typically include hardware, software, buildings, people, and formal documentation such as process documentation and SLAs.”
A CMDB is available from the IT Governance online store. Various licencing options are available including single or multi-user etc. The CMDB can be purchased as a single user download, a multi-user download, and single user CD or multi-user CD.
The latest version of the CMDB now includes demo data to allow you to better understand how a CMDB is used in the real-world. Other new features added to the latest version of the CMDB are a data import template/data access panel and CI documentation/hyperlinks.
When purchasing a CMDB from IT Governance you receive free updates during the first year after purchase.
