1) ITSM Evaluation Template
For this part you will develope simple IT Service Management Evaluation Template with 3-6 questions per service using the ITIL Framework. Assume that the organisation you are creating the evaluation template for does not understand ITSM/ITIL.
The eight IT services to be included in your assessment template are:
- Service Catalogue Management
- Service Level Agreements
- Service Desk
- Knowledge Management
- Incident Management
- Problem Management
- Change Management
- Release Management
Your template will be in the form of a table that lists each of the eight services, their descriptions (explain what they are), 3-6 questions for each service, and the reason you are asking each question.