IT Information Library (ITIL) Knowledge Management Artifacts

Robert Byrnes

ITIL Knowledge Management ITIL Framework Approach Change Management Content Management Project Plan Project Metrics Quality Plan Scorecard Security Control Scorecard

ITIL Framework1. Production Support Plan

2. Support Service Overview

3. Support Service Organization

4. Service Management

5. Service Delivery

6. Environment

7. Appendices

Approach Onetime consolidate and revision Support ongoing enhancements Semi-annual review and quality

assurance activities Support recurring client/third party

audits

Change Management Applying naming convention for

documents, folders and solutions Management the shared folder

structure Managing dependencies Source control operations

Content Management Tools Advantages to using SharePoint are as

follows: Protects users from accidental file loss Allows backtracking to previous version of

a file Allows branching, sharing, merging, and

management of file releases SharePoint’s unique ability to manage

the Website folder structure provides the control necessary while providing flexible access to critical information.

Project Plan

Project Metrics

Quality Plan Scorecard

Security Controls Scorecard