Service Management Portal
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Best practice Service Management Portal
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Document types in the portal:
- Management (M): includes presentations and general descriptions
- Process (P): includes process description and procedures
- Tool (T): includes best practice tools and methodologies
Document languages:
- Norwegian (NO): Documents written in Norwegian language (bokmål)
- English (EN): Documents written in English language (UK)
The documents must be viewed by Microsoft Office portfolio (Word, Excel, Powerpoint, Publisher or Visio) or Adobe reader.
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ITIL Main Activities and Processes
(Management and Process documents)
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Templates & best practice
(Management, Process and Tool documents)
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Service Strategy
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Service Strategy Lifecycle
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Service Management Framework (M) (NO)
Service Strategy Assessment ITIL-COBIT-CMMI (T)(EN)
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Strategy Generation
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Organizational and process maturity (M) (EN)
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Service delivery Business Plan (M) (EN)
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Service Management as a strategic asset (M) (NO)
Service Management business value (M) (EN)
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IT Governance perspective (M) (EN)
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Governance and operating model (M) (EN)
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Optimize the roles and responsibilities (M) (EN)
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Return on Investment
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Process implementation ROI Analyzes - Simplified , (T) (EN)
Process implementation ROI Analyzes - Advanced (T) (EN)
Process implementation ROI Report (M)(EN)
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Financial Management
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Process flow (P)
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Fundamentals and principles (M) (EN)
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Demand Management
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Process flow (P)
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Service Level Package (P) (NO)
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Service Portfolio Management
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Process flow (P)
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Service & Project Portfolio (M) (NO)
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Service Design
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Service Design Lifecycle
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Service Design Assessment ITIL-CMMI-COBIT (T)(EN)
Service Design Package (P)(EN)
Naming Convention Guideline (M) (EN)
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Service Catalogue Management
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Process flow (P)
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Service catalogue development (T) (EN)
Service Catalogue (P)(EN)
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Service Level Management
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Process flow (P)
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SLA Template (P)(EN)
OLA Template (P)(EN)
Business relationship organizing (M)(EN)
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Availability Management
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Process flow (P)
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Capacity Management
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Process flow (P)
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Capacity Plan (P)(EN)
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Information Security Management
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Process flow (P)
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Information Security Implementation (P) (EN/NO)
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IT Service Continuity Management
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Process flow (P)
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Risk Management Framework (P)(NO)
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Supplier Management
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Process flow (P)
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Information Services Procurement Library presentation (M)(EN)
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Service Transition
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Service Transition
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Service Transition Assessment ITIL-CMMI-COBIT (T)(EN)
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Service Transition Planning and support
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Process description (M)
Process flow (P)
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Communication Strategy (P)(EN)
Communication Plan (P)(EN)
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Change Management
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Process flow (P)
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Change Management Form (P)(EN)
Change Management Model (P)(EN)
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Service Asset and Configuration Management
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Process flow (P)
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CMDB implementation approach (M)(EN)
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Release and Deployment Management
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Process flow (P)
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Release and Deployment Plan (P)(NO)
Early Life Support Transition Checklist (P)(NO)
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Knowledge Management
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Knowledge Management Introduction (M) (EN/NO)
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Service Valuation & Test Management
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Process flow (P)
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Test Strategy Plan (P)(NO)
Service Testing Acceptance Criteria (P)(NO)
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Evaluation
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Process description (M)
Process flow (P)
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Service Evaluation Report (P)(NO)
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Service Operation
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Service Operation
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Service Operation Assessment ITIL-CMMI-COBIT (T) (EN)
Service desk pizza-menu (P)(EN)
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Request Fulfilment
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Process flow (P)
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Incident Management
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Process flow (P)
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Incident Management Model (P)(EN)
Major Incident Review (P)(EN)
Incident-Process-and-tool-integration (P)(EN)
Roles and responsibilities (P)(EN)
Incident timescales (P)(EN)
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Access Management
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Process flow (P)
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Event Management
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Process flow (P)
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System Design (P) (EN)
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Problem Management
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Process flow (P)
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Continual Service Improvement
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Continual Service Improvement
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Service CSI Assessment ITIL-COBIT-CMMI (T)(EN)
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Service Reporting
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Process flow (P)
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Reporting Techniques (T)(EN)
Reporting template (M)(EN)
Service Reporting framework (P)(EN)
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Service Measurement
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Process flow (P)
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Measurement principles (M)(EN)
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7-step Service Improvement process
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Process flow (P)
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Customer Surveys for Managers (P)(NO)
Customer Surveys for SuperUsers(P)(NO)
Assessment-Service-Support (T)(NO)
Assessment-Service-Delivery (T)(NO)
Service Management implementation model (P)(EN)
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General best practice information
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ITIL version 3 Glossary : English - Norwegian (M)(NO)
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COBIT for Service Managers (M)(EN)
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COBIT-ITIL-Mapping (M)(EN)
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ITIL-Six Sigma-CMMI (M)(EN)
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COBIT Framework v4.1 (T) (EN)
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CMMI for Services Framework v1.2 (T)(EN)
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Integration definition for function modeling (IDEF0) (T)(EN)
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IDEF0 Presentation (M)(EN)
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Links to useful websites
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ITIL Official site for Software Scheme (T)(EN)
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PinkElephant PinkVerfify (T)(EN)
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ITIL Best Management Practice (M) (EN)
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IBM ITUP version 7.1.4 (T)(EN)
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NordicAware Norge AS 2010 ©
Version 3.21
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