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Document Reference |
Tittle |
Pages |
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Implementation Resources |
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DOWNLOADABLE List of documents in the Toolkit |
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CERTIKIT - A Guide to Implementing the ISO20000 Standard |
38 pages |
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CERTIKIT ISO20000 Toolkit Completion Instructions |
5 pages |
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SMS-DOC-00-1 |
Service Management System Project Initiation Document |
20 pages |
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SMS-DOC-00-2 |
ISO20000 Benefits Presentation |
9 slides |
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SMS-DOC-00-3 |
ISO20000 Implementation Project Plan (Microsoft Project) |
113 lines |
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SMS-DOC-00-4 |
ISO20000 Implementation Project Plan (Excel) |
113 lines |
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SMS-DOC-00-5 |
ISO20000 Introduction Presentation |
8 slides |
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SMS-FORM-00-1 |
ISO20000 Gap Assessment Tool - Requirements based |
7 tabs |
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SMS-FORM-00-2 |
ISO20000 Assessment Evidence |
2 tabs |
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SMS-FORM-00-3 |
Project Progress Report |
2 pages |
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SMS-FORM-00-4 |
ISO20000 Gap Assessment Tool - Questionnaire based |
11 tabs |
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ISO20000 Implementation Process Diagram |
1 page |
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Top Ten Tips to Achieving ISO20000 |
3 pages |
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Section 04. Service management system general requirements |
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4.1 Management responsibility |
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SMS-DOC-041-1 |
Service Management Policy |
15 pages |
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SMS-DOC-041-2 |
Service Management Roles, Responsibilities and Authorities |
19 pages |
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SMS-DOC-041-3 |
Top Management Communication Programme |
9 pages |
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SMS-DOC-041-4 |
Service Requirements |
2 tabs |
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SMS-DOC-041-5 |
Executive Support Letter |
5 pages |
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SMS-DOC-041-6 |
Service Management System Workshop Presentation |
16 slides |
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4.2 Governance of processes operated by other parties |
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(Covered in Service Management Policy and Plan) |
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4.3 Documentation management |
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SMS-DOC-043-1 |
Service Management System Documentation Log |
2 tabs |
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SMS-DOC-043-2 |
Procedure for the Control of Documents |
14 pages |
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SMS-DOC-043-3 |
Procedure for the Control of Records |
10 pages |
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SMS-FORM-043-1 |
Meeting Minutes Template |
1 page |
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4.4 Resource management |
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SMS-DOC-044-1 |
Staff Skills and Training Needs Assessment |
16 pages |
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SMS-FORM-044-1 |
Skills Development Survey |
3 tabs |
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SMS-FORM-044-2 |
Skills Development Survey Response Analysis |
3 tabs |
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Example Staff Skills and Training Needs Assessment |
19 pages |
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4.5 Establish the SMS |
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SMS-DOC-045-1 |
Service Management Plan |
18 pages |
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SMS-DOC-045-2 |
Procedure for Continual Service Improvement |
12 pages |
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SMS-DOC-045-3 |
Procedure for Service Management Audits |
10 pages |
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SMS-DOC-045-4 |
Service Improvement Plan |
2 tabs |
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SMS-DOC-045-5 |
Service Management System Review Spreadsheet |
5 tabs |
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SMS-DOC-045-6 |
Service Management System Audit Plan |
12 pages |
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SMS-DOC-045-7 |
Weekly Service Management Meeting Agenda |
1 pages |
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SMS-DOC-045-8 |
Quarterly Service Management Review Meeting Agenda |
1 pages |
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SMS-DOC-045-9 |
Annual Service Management Review Meeting Agenda |
1 pages |
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SMS-DOC-045-10 |
ISO/IEC 20000 Update Calendar |
1 tab |
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SMS-DOC-045-11 |
Internal Audit Report |
14 pages |
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SMS-FORM-045-1 |
Internal Audit Action Plan |
1 page |
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SMS-FORM-045-2 |
Internal Audit Checklist |
12 pages |
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EXAMPLE Service Improvement Plan |
2 tabs |
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Section 05. Design and transition of new or changed services |
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SMS-DOC-050-1 |
Design and Transition of New or Changed Services Process |
18 pages |
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SMS-DOC-050-2 |
Business Case |
17 pages |
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SMS-DOC-050-3 |
Project Initiation Document |
17 pages |
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SMS-DOC-050-4 |
Service Requirements Specification |
14 pages |
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SMS-DOC-050-5 |
Service Design Specification |
22 pages |
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SMS-DOC-050-6 |
Post Project Implementation Review |
12 pages |
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SMS-DOC-050-7 |
Design and Transition of New or Changed Services Workshop Presentation |
8 slides |
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SMS-FORM-050-1 |
Service Acceptance Checklist |
15 pages |
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SMS-FORM-050-2 |
Project RAID Log |
6 tabs |
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SMS-FORM-050-3 |
Project Progress Report |
1 page |
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EXAMPLE Service requirements |
5 pages |
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Section 06. Service delivery processes |
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6.1 Service level management |
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SMS-DOC-061-1 |
Service Level Management Policy |
10 pages |
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SMS-DOC-061-2 |
Service Level Management Process |
20 pages |
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SMS-DOC-061-3 |
Service Catalogue |
9 pages |
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SMS-DOC-061-4 |
Service Level Agreement |
25 pages |
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SMS-DOC-061-5 |
Operational Level Agreement |
18 pages |
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SMS-DOC-061-6 |
IT Service Card |
2 pages |
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SMS-DOC-061-7 |
Service Level Management Workshop Presentation |
8 slides |
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EXAMPLE Service Catalogue |
6 pages |
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6.2 Service reporting |
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SMS-DOC-062-1 |
Service Reporting Policy |
12 pages |
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SMS-DOC-062-2 |
Service Report |
17 pages |
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SMS-DOC-062-3 |
Service Reporting Workshop Presentation |
8 slides |
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EXAMPLE service level statistics |
1 tab |
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6.3 Service continuity and availability management |
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SMS-DOC-063-1 |
Service Continuity and Availability Management Policy |
10 pages |
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SMS-DOC-063-2 |
Business Impact Analysis Process |
15 pages |
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SMS-DOC-063-3 |
Service Continuity Plan |
30 pages |
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SMS-DOC-063-4 |
Service Continuity Test Plan |
8 pages |
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SMS-DOC-063-5 |
Service Continuity Test Report |
12 pages |
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SMS-DOC-063-6 |
Availability Management Plan |
11 pages |
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SMS-DOC-063-7 |
Backup Policy |
8 pages |
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SMS-DOC-063-8 |
Incident Response Procedure |
35 pages |
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SMS-DOC-063-9 |
Service Continuity and Availability Management Workshop Presentation |
9 slides |
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SMS-FORM-063-1 |
Business Impact Analysis Tool |
6 tabs |
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SMS-FORM-063-2 |
Post Incident Report |
4 pages |
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EXAMPLE Business Impact Analysis Tool |
6 tabs |
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EXAMPLE Backup Procedure |
11 pages |
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6.4 Budgeting and accounting for services |
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SMS-DOC-064-1 |
Budgeting and Accounting for Services Policy |
11 pages |
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SMS-DOC-064-2 |
Budgeting and Accounting for Services Process |
21 pages |
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SMS-DOC-064-3 |
Service Costing Model |
3 tabs |
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SMS-DOC-064-4 |
Budgeting and Accounting for Services Workshop Presentation |
8 slides |
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6.5 Capacity management |
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SMS-DOC-065-1 |
Capacity Management Policy |
10 pages |
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SMS-DOC-065-2 |
Capacity Management Process |
20 pages |
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SMS-DOC-065-3 |
Capacity Plan |
12 pages |
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SMS-DOC-065-4 |
Capacity Management Workshop Presentation |
7 slides |
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6.6 Information security management |
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SMS-DOC-066-1 |
Information Security Policy |
59 pages |
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SMS-DOC-066-2 |
Risk Assessment and Treatment Process |
19 pages |
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SMS-DOC-066-3 |
Risk Assessment Report |
14 pages |
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SMS-DOC-066-4 |
Risk Treatment Plan |
11 pages |
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SMS-DOC-066-5 |
Information Security Summary Card |
2 pages |
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SMS-DOC-066-6 |
Information Security Workshop Presentation |
8 slides |
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SMS-DOC-066-7 |
External Organization Information Security Agreeemnt |
17 pages |
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SMS-DOC-066-8 |
User Access Management Process |
19 pages |
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SMS-DOC-066-9 |
Data Centre Access Procedure |
10 pages |
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SMS-FORM-066-1 |
Risk Assessment and Treatment Tool |
9 tabs |
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SMS-FORM-066-2 |
Personal Commitment Statement |
10 pages |
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EXAMPLE Risk Assessment and Treatment Tool |
9 tabs |
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Section 07. Relationship processes |
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7.1 Business relationship management |
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SMS-DOC-071-1 |
Business Relationship Management Policy |
10 pages |
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SMS-DOC-071-2 |
Business Relationship Management Plan |
13 pages |
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SMS-DOC-071-3 |
Service Complaint Procedure |
10 pages |
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SMS-DOC-071-4 |
User Satisfaction Survey Report |
13 pages |
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SMS-DOC-071-5 |
Business Relationship Management Workshop Presentation |
8 slides |
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SMS-FORM-071-1 |
User Satisfaction Survey |
1 page |
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7.2 Supplier management |
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SMS-DOC-072-1 |
Supplier Management Policy |
10 pages |
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SMS-DOC-072-2 |
Supplier Management Process |
20 pages |
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SMS-DOC-072-3 |
Supplier and Contracts Database |
2 tabs |
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SMS-DOC-072-4 |
Supplier Management Workshop Presentation |
8 slides |
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Section 08. Resolution processes |
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8.1 Incident and service request management |
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SMS-DOC-081-1 |
Incident Management Policy |
10 pages |
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SMS-DOC-081-2 |
Incident Management Process |
24 pages |
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SMS-DOC-081-3 |
Major Incident Management Process |
20 pages |
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SMS-DOC-081-4 |
Service Request Management Policy |
10 pages |
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SMS-DOC-081-5 |
Service Request Management Process |
26 pages |
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SMS-DOC-081-6 |
Incident and Service Request Management Workshop Presentation |
9 slides |
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SMS-FORM-081-1 |
Incident Model |
4 pages |
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SMS-FORM-081-2 |
Request Model |
4 pages |
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SMS-FORM-081-3 |
Major Incident Report |
4 pages |
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8.2 Problem management |
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SMS-DOC-082-1 |
Problem Management Policy |
10 pages |
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SMS-DOC-082-2 |
Problem Management Process |
25 pages |
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SMS-DOC-082-3 |
Problem Management Workshop Presentation |
8 slides |
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SMS-FORM-082-1 |
Problem Dashboard |
4 pages |
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SMS-FORM-082-2 |
Major Problem Report |
4 pages |
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Section 09. Control processes |
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9.1 Configuration management |
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SMS-DOC-091-1 |
Configuration Management Policy |
10 pages |
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SMS-DOC-091-2 |
Configuration Management Process |
24 pages |
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SMS-DOC-091-3 |
Configuration Management Procedure |
11 pages |
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SMS-DOC-091-4 |
Definitive Media Library Catalogue |
3 tabs |
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SMS-DOC-091-5 |
Configuration Management Workshop Presentation |
8 slides |
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EXAMPLE Definitive Media Library Catalogue |
3 tabs |
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9.2 Change management |
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SMS-DOC-092-1 |
Change Management Policy |
10 pages |
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SMS-DOC-092-2 |
Change Management Process |
30 pages |
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SMS-DOC-092-3 |
Change Management Workshop Presentation |
9 slides |
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SMS-FORM-092-1 |
Change Request Form |
2 pages |
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9.3 Release and deployment management |
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SMS-DOC-093-1 |
Release and Deployment Management Policy |
10 pages |
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SMS-DOC-093-2 |
Release and Deployment Management Process |
24 pages |
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SMS-DOC-093-3 |
Release and Deployment Plan |
11 pages |
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SMS-DOC-093-4 |
Software Catalogue |
5 pages |
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SMS-DOC-093-5 |
Release and Deployment Management Workshop Presentation |
9 slides |