The Service Support template folder enables IT Services to be provided, and includes the processes of day-to-day operations that support the IT services.
The Service Support template folder contains the following service level templates:
This service level template contains metrics that verify all changes to configuration items are carried out in a planned and authorized manner. Indicators related to the creation of request for changes, reviewing, prioritizing, planning and executing of maintenance processes.
The objective of this service level template is to verify that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, to reduce the number and impact of any related incidents upon service.
For the list of metrics see Change Management Metric List.
This service level template contains metrics that are responsible for managing the service level template infrastructure and continuously aligning it with the (business) services.
This service level template enables control of the infrastructure by monitoring and maintaining the information on all the resources needed to deliver services, it tracks all of the individual configuration items in an IT system which may be as simple as a single server, or as complex as the entire IT.
For the list of metrics see Configuration Management Metric List.
This service level template contains metrics that involve recording of incidents, initial support of incidents, the classification of incidents, the necessary investigation and deciding how to resolve the incident. The primary goal of the service level template is to restore normal service operations as quickly as possible and reduce the impact on business operations.
For the list of metrics see Incident Management Metric List.
This service level template contains several metrics to handle incident management in a multi- location environment while each location differs by its timeslot and time zone.
For the list of metrics see Incident Management – Multi Timeslot Metric List.
This service level template contains metrics that verify the resolution and prevention of incidents that affect the normal running of an organization's IT services. This includes ensuring that faults are corrected, preventing any recurrence of these faults, and the application of preventative maintenance to reduce the likelihood of these faults occurring in the first instance.
For the list of metrics see Problem Management Metric List.
This service level template contains metrics that act as a single point of contact for all incoming calls to the IT department, provide a customer focused interface between the users and the IT to enable the efficient use of IT services.
For the list of metrics see Service Desk Management Metric List.
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