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ITSM Reference Document For Implementation and Support

This document provides a comprehensive reference for the implementation and support of IT Service Management (ITSM) processes, tools, and governance, aimed at ensuring best practices and alignment among stakeholders. It outlines the phases of ITSM implementation, core processes aligned with ITIL 4, roles and responsibilities, support models, and governance reporting. Additionally, it includes guidelines for tool configuration, training, continual service improvement, and assumptions related to the implementation process.

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mohammed naeem
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30 views6 pages

ITSM Reference Document For Implementation and Support

This document provides a comprehensive reference for the implementation and support of IT Service Management (ITSM) processes, tools, and governance, aimed at ensuring best practices and alignment among stakeholders. It outlines the phases of ITSM implementation, core processes aligned with ITIL 4, roles and responsibilities, support models, and governance reporting. Additionally, it includes guidelines for tool configuration, training, continual service improvement, and assumptions related to the implementation process.

Uploaded by

mohammed naeem
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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ITSM Reference Document for

Implementation and Support

1. Purpose

This document serves as a comprehensive reference for the implementation and support of IT
Service Management (ITSM) processes, tools, and governance. It is intended for internal teams
and external stakeholders to ensure alignment and best practices in the delivery of ITSM
services.

2. Scope

Covers all phases of ITSM implementation and ongoing support, including:

• Assessment and planning


• Tool configuration and customization
• Process design and rollout
• Integration with existing systems
• Knowledge transfer and training
• Support and maintenance

3. ITSM Framework

The implementation is aligned with ITIL 4 best practices, covering key service management
processes:

Core ITSM Processes Implemented:


• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Configuration Management (CMDB)
• Knowledge Management
• Service Level Management
• Asset Management (optional)
• Release & Deployment Management (optional)

4. Implementation Approach

4.1 Project Phases

Phase Description

Initiation Stakeholder alignment, project kickoff, tool access, requirement gathering

Design Process design, workflows, form design, SLAs, service catalog definition

Build Tool configuration, integration with AD, email, monitoring, asset systems

Testing UAT, end-to-end process testing, bug fixes, enhancement feedback

Go-Live Production deployment, hypercare support

Transition Handover to support team, training sessions, user guides delivered


4.2 Roles and Responsibilities

Role Responsibility

Project Manager Delivery oversight, stakeholder reporting

Process Consultant Design and document ITSM processes

Tool Expert Configure ITSM tool as per requirements

QA Lead UAT, issue logging, quality assurance

Client SPOC Approvals, feedback, escalation point

Support Team Ongoing issue resolution, maintenance

5. Tool Configuration Guidelines

• Multi-tier categorization (Category → Subcategory → Item)


• Custom SLA and escalation matrix
• Notification rules and approval workflows
• Integrations: LDAP/SSO, Monitoring Tools (e.g., Nagios, Zabbix), Email
(SMTP/IMAP), etc.
• Dashboards and Reporting for each module

6. Training & Knowledge Transfer

Activity Details

End-user Training Hands-on training for users (incidents, requests, approvals)

Admin Training Deep-dive for tool admins and L2 support

Documentation SOPs, user guides, knowledge base articles

KT Sessions Live sessions recorded and shared with client team


7. Support Model

7.1 Support Tiers

Tier Scope

L1 Basic user queries, how-to support

L2 Configuration fixes, minor enhancements

L3 Backend/database issues, major bugs, tool upgrades

7.2 SLAs (Sample)

Priority Response Time Resolution Time

P1 – Critical 1 hour 4 hours

P2 – High 4 hours 8 hours

P3 – Medium 1 business day 3 business days

P4 – Low 2 business days 5 business days

7.3 Support Channels

• Email Support (support@company.com)


• Ticketing System (ITSM Portal)
• Phone Support (if included)
• Onsite Support (if included)

8. Governance & Reporting

8.1 Reporting

• Weekly Status Reports (WSR)


• Monthly Service Review Reports (MSR)
• SLA & Performance Reports
• Root Cause Analysis (RCA) for major incidents

8.2 Governance Cadence

Meeting Frequency Participants

Weekly Status Weekly Client PM, Vendor PM

Change Advisory Board (CAB) Bi-weekly Process Owners, Tech Leads

Service Review Monthly Management, Ops Leads

Continual Improvement Planning Quarterly All stakeholders

9. Continual Service Improvement (CSI)

• CSI Register maintained


• Automation opportunities identified
• Regular audits of incident trends, SLA breaches
• Periodic CMDB health checks
• New features and roadmap planning

10. Tools & Platforms (Sample)

Category Tool

ITSM Platform ServiceNow / BMC Remedy / Jira Service Management / Freshservice

Monitoring Zabbix / Nagios / SolarWinds

CMDB Integration Discovery tools, SCCM

Automation Power Automate / RPA tools

Reporting Power BI / native dashboards


11. Assumptions

• Client provides timely access to stakeholders and environments


• All custom development or integrations are scoped and approved in advance
• Client owns business continuity and disaster recovery environments

12. Appendix

• RACI Matrix
• SOP Samples
• Change Request Template
• UAT Sign-off Template
• KT Completion Certificate

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