Template:ITSM process

Administrative

I*Process owner: Sy Holsinger, EGI.eu

Process Overview

Internal list that details all the services offered by the service provider(those in preparation, live and discontinued) Note: The service portfolio includes meta-information about services such as their value proposition, target customer base, cost and price, risk to the provider, service level agreements offered and operational level agreement supporting them

Goals & Objectives

Specify the key goal(s) and objectives of the regarded process. Find a short description of the process goal focusing on the most important aspects. Objectives may be a little bit more detailed and refer to single process activities.

Roles

Specify the specific roles relevant for this process. Use a table like the following one: Role Description of the role (including main duties) ca. number of individuals executing this role

The description of a role should draw a very clear picture of what it means to execute this role, i.e. summarize the related main tasks and duties. The ca. number of individuals executing this role may be a helpful information to better understand the meaning of the role in the process. Some roles may be assigned to exactly one individual at a time (e.g., the role of a process manager), while other roles may be executed by several individuals at the same time / in parallel (e.g., the role of an incident agent, since many incidents may occur at the same time, and different persons will be in charge of dealing with different kinds of incidents).

Open Requirements for Implementation (now)

For to do list in order to implement the process fully please see Action list.

Documentation (artifacts)

Documentation (artifacts) list

Process Activities (future)

Individual activities to be carried once the process is defined.