4.

2 ISO-9001 Document Template

Version 1.0
October 13, 2014
Revisions and Controls

This section provides document control in alignment with best practices and standards.

Revision
Document number: Consistent with standards (Actual number goes here)
Document title: Consistent with standards Complete doc name (Ex. Penn State
Service Management Program Plan)
Document owner role: Position responsible for document/Not Service Management Office Director
a group or multiple positions
Document owner name: Last known assignment to position Refer to the Service Management
with email and telephone number Office (SMO) website smo.psu.edu
for a current listing of process
owner information.
Document location: Link to file accessible to all IT personnel SMO website, smo.psu.edu
through document repository

Control
Document revision: Cover page must match last date and revision. Start with 0.1 for drafts. Use 1.0
for first approved revision. Use 1.1, 1.2, 1.3, etc. for each subsequent minor revision. Use 2.0, 3.0, 4.0,
etc. for each subsequent major revision. Contributors and approvers cannot be the same. Approval of
controlled quality documentation will be completed using the change management process by
submitting a change request.
Date Revision Description Contributors Approvers
Ex. version # Doc description ITX Program Team
10/09/2014

Doc# Document name v# i

Date
Contents

1 Executive Summary....................................................................................................................Error! Bookmark not defined.

2 Introduction................................................................................................................................Error! Bookmark not defined.

2.1 Service Management Program Governance........................................................................Error! Bookmark not defined.

2.2 Service Management Program Federated Governance......................................................Error! Bookmark not defined.

2.3 IT Service Management Program Governing Bodies...........................................................Error! Bookmark not defined.

2.4 Additional Governing Bodies...............................................................................................Error! Bookmark not defined.

2.5 Service Management Program Governance Process...........................................................Error! Bookmark not defined.

3 Virtual Service Desk Model.........................................................................................................Error! Bookmark not defined.

3.1 Distributed People..............................................................................................................Error! Bookmark not defined.

3.1.1 First-Line Support........................................................................................................Error! Bookmark not defined.

3.1.2 Second-Line Support...................................................................................................Error! Bookmark not defined.
3.1.3 Third-Line Support......................................................................................................Error! Bookmark not defined.
3.2 Common Processes.............................................................................................................Error! Bookmark not defined.

3.3 Common Tools....................................................................................................................Error! Bookmark not defined.

3.3.1 One Self-Service User Portal.......................................................................................Error! Bookmark not defined.

3.3.2 ServiceNow Software..................................................................................................Error! Bookmark not defined.
3.3.3 Automated Call Distribution........................................................................................Error! Bookmark not defined.
3.4 Common Communications..................................................................................................Error! Bookmark not defined.

4 Service Management Office........................................................................................................Error! Bookmark not defined.

4.1 Service Management Office Organization...........................................................................Error! Bookmark not defined.

5 Project Portfolio Management Office.........................................................................................Error! Bookmark not defined.

5.1 Project Portfolio Management Office Organization............................................................Error! Bookmark not defined.

6 Funding Needs............................................................................................................................Error! Bookmark not defined.

7 Conclusion..................................................................................................................................Error! Bookmark not defined.

Appendix A: Contributors and Reviewers........................................................................................................................................3

A.1 ITX Steering Committee........................................................................................................................................................ 3

A.2 Service Management Office....................................................................................................Error! Bookmark not defined.

A.3 ITX Program Team...................................................................................................................Error! Bookmark not defined.

Appendix B: Revision History........................................................................................................................................................... 4

Service Management Program Plan v1.0 ii

October 9, 2014
1 Heading 1

Text

4.2 ISO-9001 Document Template v1.0 1

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2 Heading 1
Text

2.1 Heading 2

Text

2.1.1 Heading 3

Text

Bullets:
 bullet

4.2 ISO-9001 Document Template v1.0 2

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Appendix A: Heading 1
Text

A.1 Subti tle

4.2 ISO-9001 Document Template v1.0 3

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Appendix B: Revision History

This table shows the changes that were made in the document revisions. The most recent document
is presented at the top.

History Effective Date

Version 1.0 Original Release October 9, 2014

4.2 ISO-9001 Document Template v1.0 4

October 9, 2014
This publication is available in alternative media on request.

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