timefleas » ITIL Service Management

ITIL Service Portfolio

admin — Mon, 15 Jun 2009 18:50:04 +0000

At a recent client meeting the timefleas were asked if they had a template for an ITIL Service Management Portfolio. The client needed to define the services they provide as an IT department to their business users and required a catalogue template. To help our client we put together a free service portfolio template which they have downloaded and are starting to use as part of their service delivery. You are also welcome to use this same template and simply edit and insert the attributes you need for your business.

The template is built around each service having a defined set of similar attributes which can be applied to services like IMAC (Install, Move, Add, Change), hardware and applications. Attributes include service uptime and SLA (Service Level Agreement), availability and standard service offerings e.g. “Network Login” would provide a standard level of functions like the ability to access shared network resources. The example for email services can be cloned and repeated for all of your IT Services.

Most of the services you will define as part of your ITIL process will need a channel and department to initiate them. For new business starters, you naturally need a request mechanism and process to setup the new user. The timefleas product eventengine is the perfect solution to enabling a web portal for service requests, with end users quickly logging the service request on the web portal.

Please download our free Service Portfolio word template and also consider using our valued eventengine service desk portal, which you can read all about on our product web site. For a free 45 day evaluation of our web service, contact us at this address. For quick viewing of the document a pdf version is also available for free download. If you find it useful please do leave a comment and we would welcome a shout out, if you use it within your own organisation.

ITIL based Service Portfolio for free download in Word and PDF Format.

service portfolio v0.1 (Download in MS Word DOCX format)

service portfolio v0.1 (Download in PDF Format)

ITIL event and incident evolution Visio.

admin — Fri, 29 May 2009 14:49:52 +0000

This diagram is a step through our eventengine.org process diagram, used during the prototype stage of our application development. Our development process including the inital workflow, followed by wireframes and final design in CSS, using Ruby on Rails. You are welcome to download the visio version of this document which you are can map and use for you own incident management service. Please do give us a link and check out the end result of this application design http://www.eventengine.org

Download the VSD visio 2003 file here: ee-event-evolution-v02

Service Management Improvement

admin — Fri, 29 May 2009 14:16:40 +0000

As your ITIL based service management plan establishes itself, you can build on the first steps of service desk introduction to establish a more proactive and valued approach. Have a look at the jpg or the visio diagram and check to see where your organisation is on the route to service value.

Our subscription based web application eventengine.org is intended to help in this progress to help create real service value in your IT service. Please feel free to download the attached Visio diagram in VSD 2003 format, which will shows the steps to improvement.

Download the visio file here: service-value

Visio Diagram of Support Process.

admin — Fri, 29 May 2009 13:20:17 +0000

Visio Diagram of ITIL service

As we design and build our web product, the staff at timefleas.com create various Visio models and diagrams of our process. This is a template service-overview-v03 ITIL view on how staff and services can be supported and is available for download.

Please feel free to download and use for any design of ITIL template service management that you are planning. The file is in VSD 2003 format.