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BEST PRACTICES FOR

IT PROCESSES

Version 1.0 Date: 04/06/2007

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Best Practices of IT Processes

Table of Contents
1. Introduction ....................................................................................................................... 4 1.1. Purpose ....................................................................................................................... 4 1.2. Document Structure..................................................................................................... 4 2. Enablers for IT Processes ................................................................................................ 6 2.1. Overview of IT Service Management............................................................................ 6 2.2. The Concept of Service Oriented IT Departments........................................................ 6 2.3. Service Offering Requires a Stable IT Infrastructure..................................................... 7 2.4. Definition of a Process and Alignment Requirements................................................... 8 2.5. Overview of ITIL Best Practices ................................................................................. 11 3. ProcessesImplementation Considerations .................................................................. 15 3.1. Introduction ................................................................................................................ 15 3.2. Establish a Baseline for Implementation..................................................................... 15 3.3. Gap Analysis andRecommendations......................................................................... 15 3.4. Process Prioritization.................................................................................................. 16 3.5. Handle Implementation as a Project........................................................................... 17 3.6. Never underestimate the importance of Communication............................................ 18 3.7. Organization Size Considerations .............................................................................. 18 3.8. General Considerations.............................................................................................. 19 4. Appendix I – ITIL Process Assessment Exercise – Saudi Governmental IT Department CaseStudy......................................................................................................... 21 4.1. Context ...................................................................................................................... 21 4.2. Scope of Assessment................................................................................................. 21 4.3. Process Maturity Indicators........................................................................................ 27 5. Appendix II – Guideline for IT Processes ...................................................................... 29 5.1. Introduction ................................................................................................................ 29 5.2. Incident Management Process................................................................................... 29 5.3. Problem Management Process .................................................................................. 37 5.4. Change Management Process ................................................................................... 43 5.5. Release Management Process .................................................................................. 48 5.6. Service Level...