Status: Approved Version 1.2 1. Introduction 1.1 Background and Purpose Introduction to the Portable Process Guides This standard process guide is part of a portable set of ITSM process documentation intended for use as a reference across the OPS.
This documentation establishes the required OPS baseline for ITSM process adoption and describes what needs to be done.
A Key objective identified during OPS ITSM Planning workshops held in December 2003 was to “Define Standard Portable Elements for All ITSM Processes”.
Hence, the guides were designed to be portable across all IT Clusters and Service Partners in the end-to-end OPS supply chain and were only designed to include the necessary process components that were required to be common across the OPS.
Additional granularity and detail was to be developed at the local level as required.
The GO ITS 37 VERSION 1.1 used the OPS Standard Incident and Problem Management Process Guide version 1.4 (last updated in March, 2001) as its starting point.
Changes were made for three reasons: • • • Principles, Roles, Responsibilities and Processes that do not need to be specified OPS-wide were removed or streamlined.
The guides were updated to reflect a maturing of the OPS in its implementation of the Incident Management Process.
The guide was updated to reflect the evolution of ITIL best practices. Appendix A outlines the key variances between the Standard ITSM Process Guide V1.4 and GO ITS 37 VERSION 1.1 OPS Portable Process Guide.
Version 1.2 of the GO ITS 37 builds upon this with the addition of two new Process Roles.
They are directly related to the mandate provided to the Office of the Corporate Chief-Service Delivery by ITELC in October 2005 to establish a Single Point of Contact (SPOC) IT Service Desk function for the OPS.
These roles are the Partner Incident Management Liaison and Partner Knowledge Management and Support Model Liaison.
GO-ITS 44 ITSM Terminology Reference Model Portable Guide provides a common information model for key process parameters that require standardization across the OPS to ensure consistency, reliable business intelligence and to support end-to-end crossjurisdictional service management.
Please refer to this link for full text: http://www.gov.on.ca/MGS/graphics/STEL02_047445.pdf © Queen’s Printer for Ontario, 2007 4 Last Review Date: 2007-07-26 Next Review Date: 2008-06 GO-ITS 37 Status: Approved Version 1.2
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