| Category | Files | Size | Description |
|---|---|---|---|
| Methodological recommendations on creation of IT Services Catalog | Methodological recommendations on creation of IT Services Catalog.docx | 245.42 KB | This document represents methodological guidelines for creating and managing IT services in an organization. It covers the processes of service description, creation of IT service catalogs, classification of services and objects, as well as methods for calculating service and operation costs. The document also includes examples of various catalogs, classifiers, and specifications in appendices. |
| Service Level Agreement | Service Level Agreement.docx | 560.24 KB | Service Level Agreement (SLA) created within the framework of an IT service management project and representing a contract for the provision of IT services for user support |
| Regulation on the Project Management Department | REGULATION ON THE PROJECT MANAGEMENT DEPARTMENT.docx | 29 KB | Order, General Provisions, Main Tasks, Functions, Rights, Responsibilities |
| Terms of reference for the creation of an automated module of the key performance indicators management system | TERMS OF REFERENCE .docx | 63.11 KB | This Technical Specification defines the requirements for the composition and scope of work in creating an information automated goal-oriented management system, including:
|
| Service Desk | SERVICE DESK WORK REGULATIONS.docx | 69.2 KB | This document has been prepared for the implementation of work on optimizing the information technology service processes of the Customer and details the role-based procedure for incident management in terms of receiving and processing incidents. |
| Service Desk | Process indicators and metrics.docx | 221.06 KB | The scope of this document is related to monitoring the effectiveness of IT management processes, as well as controlling the provision and assurance of quality services. |
| Terms of Reference | On the Procedure for IT Support of Users through Service Desk.docx | 219 KB | This Technical Specification details the requirements for developing an automated information system for management by objectives, covering its purpose, architecture, functions, data protection, reliability, and the stages of creation and implementation. |
| Checklist | Checklist 10 mistakes .docx | 26.88 KB | The checklist contains 10 typical mistakes in corporate architecture management, which lists common misconceptions when building an architecture office and provides recommendations on how to avoid these mistakes for effective change management in the company. The checklist shows the importance of an integrated strategic approach to architecture, close connection of the architecture office with business goals and top management involvement to achieve digital transformation. |
| Methodology | IT-Budget.xls | 55.5 KB | A template for the IT budget structure is presented. Key components of the IT budget and typical quantitative relationships between its various parts. |
| Methodology | Survey methodology.docx | 50.87 KB | The present methodology for conducting a survey contains a description of the procedure for carrying out the survey work and the procedure and rules for documenting the results of its implementation. This methodology contains:
|
| Checklist | Checklist for Assessing and Improving Business Processes.docx | 13.05 KB | Checklist |
| Terms of Reference | Terms of Reference for Improvement of IT service management system and automation of basic processes.docx | 126.96 KB | The Terms of Reference describe the following requirements:
In terms of result delivery, the Terms of Reference describes the following requirements:
|
