Service availability focuses on measuring the reliability of IT services. Use this template to easily calculate and report on the percentage of time your IT services are available to customers. IT service continuity management focuses on how to restore one or more IT services to ensure that a business can continue to operate. The IT service continuity plan is the formal strategy for restoring services in case the continuity of IT services is compromised.
Use this template as a starting point for documenting procedures to follow if your business needs to recover critical IT services. The goal of supplier management is to ensure that all suppliers meet contract commitments and support the needs of a business. Use this template to manage all IT service providers and contracts. Excel Smartsheet. The service catalog is a curated collection of all IT services, including information such as service status and service dependencies.
This template aids in creating the list of IT services and the information that proves useful to IT customers and business stakeholders. The goal of ITIL service transition practices is to ensure that IT service deployment and the changes to those services take place in a smooth, coordinated manner.
Below, you will find templates for a change request, service asset and configuration management, release management, and project management. A change request is standard documentation in change management , and may include information on the person requesting the change, the change being requested, evaluation details, and the resolution. You can use this form to initiate a change control process and document the lifecycle of change requests and the request fulfillment process.
You can modify this change request template to include the details needed for your specific change process. The goal of service asset and configuration management is to plan and manage assets and configuration items that a business uses across all its departments.
This template helps to capture the configuration item details essential to supporting ITIL practices. The goal of ITIL release and deployment management is to manage the planning, scheduling, building, testing, and deployment of releases with minimal impact to existing IT services. Use this template to manage a simple release.
Excel Word PDF. ITIL project management is focused on coordinating service transition practices in order to avoid or resolve conflicts. This template will help you plan, track, and visualize your project with an interactive timeline. ITIL service operation practices focus on the day-to-day tasks and practices that take place to deliver IT services to business customers.
In this section, you will find incident management, problem management, and event management templates. This template is intended to guide incident management practice owners and stakeholders through a major incident postmortem review. The ITIL problem record template guides you through the data most commonly collected when an IT problem occurs, including root cause, associated incidents, and corrective actions. Problem management focuses on identifying problems quickly, providing end-to-end management, and diagnosing the underlying root cause in order to prevent problems from reoccurring.
Root cause analysis is the analysis or systematic investigation you perform to identify the fundamental cause of a problem.
There are various techniques you can use to perform root cause analysis. Depending on the problem, you can use techniques on an individual basis or in conjunction with one another. Here are some of the techniques professionals use to perform root cause analysis:.
Use this simple root cause analysis template to examine and analyze the root cause of IT problems. You can find templates for several of the above mentioned approaches here and here , as well as additional decision making techniques.
Of the many events that can arise, some may be problematic, while others are simply part of normal operations. Normal Changes are often further categorized as Major, Significant or Minor, depending on the level of risk involved.
Organizations should define these types of Changes and the required Change Authorities in their Change Policy. Change Management will then record, analyze and approve or reject the Change. For certain types of Changes, a formal Change evaluation takes place by the Change Evaluation process and is documented in a Change Evaluation Report. Organizations should streamline Change Management and avoid unnecessary bureaucracy by using the full Change Management process only for a small number of significant Changes.
Effectiveness and efficiency of Change Management can be improved, for example, by. ITIL 4 refers to "Change enablement" as a service management practice see above. Change Management Support. Assessment of Change Proposals. Assessment and Implementation of Emergency Changes. Change Assessment by the Change Manager. Change Assessment by the CAB. Change Scheduling and Build Authorization. Change Deployment Authorization. Minor Change Deployment. Post Implementation Review and Change Closure.
Change Evaluation Report. Change Management Policy. Anonymous Not logged in Log in. IT Process Wiki. Namespaces Page Discussion. You can use this checklist as a template when you start creating Incident Records in your own organization. Are you looking for a Service Portfolio template? Our checklist will help you to get started:. The Service Portfolio represents a complete list of the services managed by the service provider. It contains present contractual commitments, new service development, and retired services.
This template lists the tyypical items the Service Portfolio should include:.
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