ITIL V3 Application Support Q & A

Area Support – Structure of Documentation

Hello Bob

We have four Area teams that more or less perform an IT Operations Management function. We use Sharepoint for documentation but I need some help in structuring the folders in such a way that they are consistent with ITIL and will last the test of time. The documentation includes procedures, diagrams, technical notes etc


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One Comment

  1. Graeme, my suggestion would be (if all use the same documentation and procedures) to organize the folders in Share Point by ITIL life cycle Phase and then by Process within the life cycle. You may not need all phases like Service Strategy, but probably Service Design (changing or putting in new services), probably Service Transition (implementing new or changed services) etc for remainder of the life cycle phases. Within a Phase, lets take for Example Service Operations, the processes (which could be sub folders under Service Operations) would be: High Level – IT Operations Management, Technical Management, Service desk, Applications Management (Application Support), within each of these another set of sub folders – Event Management, Incident Management, Problem Management, Request Fulfillment Management (Technical Support Calls could be under this), Access Management (security policy etc), Application Life Cycle Management (project SDLC – Maintenance and Enhancement requests (associated with Application Management for software and IT Operations Management for infrastructure support). This would represent a breakdown structure of folders (like in a project plan – Phase, Activity, Task) , not all process would have to be represented within the share point site, just the ones that are important to you. See ITIL V3 Service Life Cycle this will provide additional detail that you will need to set up your folders. Hope this helps.   Bob

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