ITSM Implementation Documents


Governance
	Project Management
	IT Service Management
		ITIL Process Managers
		Process Reference Guides
		Training
		Self Assessments
		Problem Management
		IT Roadmaps
		Service Disruption Reports
	Web Governance
	Systems Development

	Quality Management

	Change Management
	Continuous Improvement Program

	Policies & Standards
	Commitees, Groups and Working Parties
	Forms

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ITIL Awareness

ITIL Awareness training is a 2.5 hour session which provides an overview of the ITIL framework, and an overview of ITSM Service Managemnt. It is designed for those who do not require in-depth knowledge of the ITIL processes. The course is offered by ProActive and coordinated through the ITS Training Registration Syste m.

ITIL Foundations

ITIL Foundations training is a 3 day course provided by an accredited external training provider. It provides in-depth training on the fundamentals of IT Service Support and IT Service Delivery. On completion of the course, industry certification is available.

For further details on these courses, refer to the ITS Training Registration System.

ITIL Self Assessments

The following files are the results from conducting Self Assessment meetings across QUT to gauge the maturity of the various ITIL processes being implemented.

2004 Service Desk [203KB]

2006 Service Desk [196KB]

2004 Incident Management [199KB]

2006 Incident Management [193KB]

2004 Problem Management [108KB]

2006 Problem Management [217KB]

2006 Change Management [175KB]