ITQMS Templates User Guide V1.1

For general frequently asked questions visit our knowledgebase or contact us at

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Do I need to modify the documents?

You can use the templates/documents as is if you want to fully adopt the ITIL best practices.

ITIL best practices process templates are divided into twelve sections (excluding the header and footer). Each section has a specific purpose and you will need to ensure that each section is reviewed and customized according to your unique environment. How do I modify the documents?

There are two types of documents: Microsoft Office Word and Microsoft Office Visio. To read or modify the Word document, you will need to install Microsoft Office Word. To read or modify the Microsoft Office Visio 97-2003 Flowchart, you will need to install Microsoft Office Visio.

a) How do I insert my company logo and change the document name? In order to insert your own company logo in the header, in Microsoft Office Word, use the View Menu and select Header and Footer option as shown in figure 1. Then highlight the text LOGO; and select Insert Menu; and then select Picture/From File as shown in figure 2.Figure 1Figure 2

Select the desired picture from the local directory and adjust the size of the logo to the desired size. To change the document name select the document name on the right hand box in the Header and change the name.

Then Close Head and Footer Dialog Box as shown in figure 3

Figure 3

b) How do I update tables and text in the main document? Information in tables and text in the main document (Word File) can be changed; deleted and new text can be added as required.

After updating the document ensure that changes are reviewed and accepted.

To accept changes you may need to activate the Review Tool Bar by selecting View/Toolbar/Reviewing as in figure 4 Then using the Review Tool Bar, accept changes (see red circle in figure 5)

Figure 4Figure 5

How do I modify the Microsoft Office Visio 97-2003 file? When opening the flowchart diagram from Microsoft Office Visio 97-2003 Software the dialog shown in figure 6 may appear. If the dialog named Cross Function Flow Chart Dialog appears press Cancel as shown in Figure 6

Then modify the flow chart as desired.

After modification is complete select Edit/Select All as shown in figure 7.Figure 6Figure 7

Select Shape Menu and then select Grouping/Group as shown in figure 8.Figure 8

Save the diagram as a picture, in the Main Menu, select File/Save As and then select Save As Type JPEG as shown in figure 9.

Figure 9 On the main word document select and delete the existing flowchart. In the main document select the Insert Menu and then select Picture/From File. Select the flow chart picture file from the local directory and insert it below the section Process Flowchart An alternate way to do this is to group all boxes into one unit in the MS Visio software, and Edit /Copy; and on the main word document Edit/Paste the diagram.

Then in the main document drag and adjust to the flow chart to the desired size.

How do I save and version control?

After completing and reviewing the changes, save the file name using an appropriate name and version number.

Change the version number as shown in figure 9 Ensure that all documents are version controlled and the file name matches with the version number in the modification history shown in figure 10Figure 9

Figure 10

How do I interpret the document name?The document name is broken down into 3 character document code (defined below), 1 character document type (P=Process) and a 1 digit Serial Number. Document CodeProcess Name

SSMService Strategy Process

FNMIT Financial Management Process

DEMDemand Management Process

SPMService Portfolio Management Process

CPMCapacity Management Process

AVMAvailability Management Process

ISMInformation Security Management Process

SCMIT Service Continuity Management Process

SUMSupplier Management Process

CTMService Catalogue Management

SLMService Level Management Process

TPSTransition Planning and Support

CGMChange Management Process

CNMAsset and Configuration Management Process

RLMRelease and Deployment Management Process

VATValidation and Testing Management Process

EVLService Evaluation Management Process

KWMKnowledge Management Process

ICMIncident Management Process

RFMService Request Fulfillment Process

ACMAccess Management Process

EVMEvent Management Process

PBMProblem Management Process

CSIContinuous Service Improvement Process

NOTE: You may also use your own document naming convention.

What are the twelve sections in the process template?a) Modification History:

The complete modification history is recorded in this section with the baseline and revision dates, version number, summary, and approval information.

NOTE:

The version number of the document. The version number is a whole number given to a completed document and depending on the magnitude of the change the version number can increase by a decimal of the original number or whole number. For example, a minor change would cause a version number to change from 1.0 to 1.1 while a major change would cause a version number to change from 1.0 to 2.0.

A Short Description or Summary of the change.

The name of the person who edited the document. This person is usually the author or the current owner of this document.

The name of the person who reviewed and approved the document, this person is normally a manager or service owner.

b) Purpose and Scope

The goals, objectives, and boundaries of the particular process are stated in this section. The management involvement is critical in defining the objectives and boundaries of a process.

c) Value to BusinessThis section identifies the key business needs addressed by the process. Business needs can be addressed in terms of business requirements, compliance requirements, user requirements, employee and other stakeholder requirements.

d) Reference Documents

Works consulted in the composition of the template are mentioned in this section. e) Definitions and Abbreviations

All abbreviations used within the process are explained in this section.f) Process Input and Output

This section contains the main actions, processes, and documents that enter (input) and leave (output) the process.

g) Roles and Responsibilities

This section explains the duties and activities of the process owner.

h) Key Performance Indicators (KPI)

This section documents the measurements of the process in terms of quantifiable KPI. The KPI are linked to the process objectives and will change as the process matures or if the organizations goals and policies change. The KPI should be regularly measured, monitored, and reported to senior management.

i) Critical Success factors

This section identifies key prerequisites for the successful implementation and operation of the process.

j) Risks

This section identifies typical project risks (related to the specific process).k) Process Flowchart

The flowchart is a picture of the separate steps of a process in sequential order and includes the sequence of actions, information, and documents entering and leaving (input and output) the process and any decisions that are made.

l) Procedure Description

This section describes in detail the separate steps of a process in sequential order. This section also provides various hints for the successful implementation and operation of the process in the form of NOTES.What is a flowchart and what do the symbols mean?

A flowchart is a picture of the separate steps of a process in sequential order and includes the sequence of actions, information and documents entering and leaving (input and out put) the process and any decisions that are made.

SymbolDescription

Start and End point

One step in the process. The name of the step is written inside the box

Decision point. The decision is base on a question.

Report or Document (usually used in input or output)

Process. The name of the process is written inside the box (used when information/actions is coming in or going out to another process)

Arrow direction is the direction of the flow from one step to another

Data store/Database

Manual Input (represents a manual action)

I dont have Microsoft Office Word 97-2003 or Microsoft Office Visio 97-2003. How do I use the documents?

The templates are designed and developed using Microsoft Office Word 97-2003. The flowcharts are created in Microsoft Office Visio 97-2003 and then copied into Microsoft Office Word 97-2003. The templates will work with any word processor that is compatible with Microsoft Office Word 97-2003.

However, in certain cases, you may have to readjust any alignment and font issues. The flowcharts can be modified within Microsoft Office Word 97-2003, but for best results, you will need Microsoft Office Visio 97-2003 to modify the flowchart and copy it into the Word document.

What are the hardware and software requirements?

Minimum Hardware: PC with a Pentium III processes 450 MHz; RAM 128M, Video 1024x 768 High Colors 16bil, 5MB Hard disk

Operating system: Widows Professional or Windows XP with latest service packs and update; or Windows Vista) Applications: Microsoft Office Word 97-2003 and Microsoft Office Visio 97-2003

ConfidentialCopyright 2010 by IT Quality Management Solutions (PVT) LTD. All rights reserved. No part of this publication may be reproduced, stored in any retrieval system, or transmitted in any form or by any means, electronic or otherwise, without written permission

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