Bộ mẫu quản lý dịch vụ CNTT

ITSM service catalogue with dependencies, SLA with defined targets and supporting OLAs, monthly service report, service review, climate context (Amd 1:2024)

Service level agreement: definitions (SLA, SLO, SLI), service hours, availability formula, response times, exclusions, credits, signatures

Transition to support: services, timeline, support model, acceptance into service, documentation pack, KT sessions, shadowing, access, ITSM mapping, warranty

CMDB model: scope, CI classes and attributes, relationship types, ER diagram, naming, sources, reconciliation, statuses, data quality audit

Incident procedure: logging, categories, impact and urgency priority matrix, targets, escalation, major and security incidents, closure, measures

Organisation SEV1 to SEV4 standard, impact criteria, response per level, security track, crisis flag, upgrade and downgrade rules, worked examples

Problem record and RCA: is/is not statement, linked incidents, priority, five whys, known error, workaround, fix changes, verification, closure

ITSM change record: change type, risk scoring, linked CIs, schedule and freeze check, authority, tests, backout window, PIR and closure code

Change policy: standard, normal and emergency changes, risk scoring, authorities, CAB, change models, freezes, emergency path, DORA metrics

Controlled SOP: document control, RACI, prerequisites and safety, numbered steps with checks, flow, records, deviations, training

Per-run record for an SOP: READ-DO or DO-CONFIRM type, pause points, critical items, deviations linked to the SOP, run sign-off, improvement log

Shift handoff: system status, active incidents with next step and owner, work in progress, scheduled changes, notes, acknowledgement

Planned maintenance notice with times in several time zones, impact, actions required, status link, plus a completion follow-up

Service report: SLA and SLO attainment, availability and error budget, incidents, problems, changes, requests, capacity, suppliers, actions

Capacity plan: demand forecast with growth model, utilisation, headroom policy, resource models, bottlenecks, scaling, lead times, cost

Audit-grade user access review: population completeness, per-account decisions, privileged and service accounts, SoD, leavers, remediation, ISO/SOC 2/SOX mapping

EOL and EOS tracker: rating, register with sourced vendor dates, migrations, mitigations, exceptions, CRA, UK PSTI and CISA BOD 26-02 examples