Diagnosis Toolkit Key Information

By | September 22, 2016

Diagnosis Toolkit Key InformationThe Diagnosis Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to implement Diagnosis in your organization with 30 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Diagnosis by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Diagnosis toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $167.8 Get it now for just $99.0 ! Save $68.8 (41%)
Put together by The Art of Service’s industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Diagnosis and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Diagnosis approach that meets today’s standards. It is tailor-fit for professionals who don’t have the time or resources at hand to develop the required templates and structure for implementation.
The Complete Diagnosis Toolkit Includes the following 30 resources:
1.File: 03 Telephone Skills Standards – Service Desk.doc – Summary: While performance measures like First Call Resolution may put considerable pressure on the Service Desk to contain all communications with the end-user to between the customer and the Service Desk, there are frequent times when incidents and service requests have to be referred or escalated to a subject matter expert outside the Service Desk. Wordcount: 2556
2.File: 01 Service Desk Technology.doc – Summary: Do you want the management tool to have the option to define and register a basic configuration and to save this separately (e.g. registration of the structure of (a part of) the IT infrastructure in a stable situation, so this can be consulted)? Wordcount: 4027
3.File: 02 Service Desk-Process.doc – Summary: For instance, if the Service Desk is required to provide the customer or end user with status on their existing incident/request and the record has been escalated to n-line support, updates from the technician are required. Wordcount: 2933
4.File: 05 Service Desk-Telephone Skills Standards.doc – Summary: Efficiently & correctly sought information from any of the sources & made a note of new information for future reference Wordcount: 1202
5.File: 00 Service Desk-Introduction.docx – Summary: Ability to match end user’s concern/request with similar/past concerns/requests � For incident/problems, the tool is commonly called a Known Error Database and will allow the Service Desk analyst to search symptoms to identify pre-defined workarounds and resolutions to address the end users concerns. Wordcount: 2384
6.File: 03 Defining Requirements.docx – Summary: Indicate per relevant service/component how and with which period a restore must be performed (in case of more than three relevant services or components it is preferable to record this in an appendix). Wordcount: 2555
7.File: Six Sigma Defining Requirements.doc – Summary: If a service is not available for any other reason than a calamity, which measures must be undertaken to per cause to reinstate the service delivery as quickly as possible (consider the stocking of spare parts, both by the service provider and the client)? Wordcount: 2096
8.File: COM28300 Defining Service Level Requirements.doc – Summary: Indicate per relevant database how and with which period a restore must be performed (in case of more than three relevant databases it is preferable to record this in an appendix). Wordcount: 2257
9.File: STA15500 ITSM Tool Requirements.doc – Summary: The information detailed in this document will be used to form part of the 1-Day workshop being delivered to Tourism Queensland.by MBF <>as an input into their final ITSM Tools Requirement document. Wordcount: 14194
10.File: AVMG5600 Availmgt Process Manager.doc – Summary: Technical ability in being able to read data from the Availability Management process that will help with the identification of trends and improvements relating to availability. Wordcount: 374
11.File: CAP2700 CapMgt Process Manager.doc – Summary: Technical ability in being able to read data from the Capacity Management process that will help with the identification of trends and improvements relating to capacity. Wordcount: 392
12.File: INC8440 Incident Management Powerpoint.ppt – Summary: any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of that service Wordcount: 849
13.File: INC8600 INCmgt Process Manager.doc – Summary: Semi-Technical ability in being able to read data from the Configuration Management process that will help with the identification of affected items involved in an incident. Wordcount: 389
14.File: Incident Management – Roles and Responsibilities.doc – Summary: Where a second-line group is used, there are often advantages of locating this group close to the Service Desk to aid with communications and to ease movement of staff between the groups, which may be helpful for training/awareness and during busy periods of staff shortages. Wordcount: 559
15.File: Integrated ITSM Technology.doc – Summary: If, for example, a second-line support group has not resolved an incident within a 60-minute agreed target, the incident must be automatically routed to the appropriate (determined by incident categorization) third-line support group � and any necessary hierarchic escalation should be automatically undertaken (e.g. Wordcount: 299
16.File: Service Design Fact Sheet.doc – Summary: The Objective for ITSCM is to support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required, and agreed, business timescales. Wordcount: 4113
17.File: Service Operation Processes Fact Sheet.doc – Summary: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not be a permanent resolution), a Known Error Record must be raised and placed in the KEDB �so if further incidents or problems arise, they can be identified and the service restored more quickly. Wordcount: 3946
18.File: availability v4.doc – Summary: Mean Time to Repair – MTTR: average time between the occurrence of a fault and service recovery (or the downtime). Wordcount: 657
19.File: availability v5.0.pdf – Summary: To optimize the capability of the IT Infrastructure, services and supporting organization to deliver a cost effective and sustained level of Availability that enables the business to satisfy its business objectives. Wordcount: 1490
20.File: incident v4.doc – Summary: To restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Wordcount: 571
21.File: incident v5.0.pdf – Summary: To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Wordcount: 1202
22.File: problem v4.doc – Summary: The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors. Wordcount: 590
23.File: problem v5.pdf – Summary: Problem Management enables a better first time fix rate of Incidents at the Service Desk, achieved via the capture, retention and availability of Incident resolution and Work-around data within a knowledge database available to the Service Desk. Wordcount: 1339
24.File: ITSM Tool Requirements Document.doc – Summary: The knowledge management database should be able to be updated with work around and solution information that has been captured in the Incident and Problem records. Wordcount: 9177
25.File: PROB6600 PrbMgt Process Manager.doc – Summary: Semi-Technical ability in being able to read data from the Configuration Management process that will help with the identification of potentially affected items involved in a problem or known error. Wordcount: 399
26.File: PROB7100 Problem Management Powerpoint.ppt – Summary: minimises the adverse effect on the business of Incidents and Problems caused by errors in the IT infrastructure, and to proactively prevent the occurrence of Incidents, Problems and errors. Wordcount: 638
27.File: ITSCM2600 ITSCM Process Manager.doc – Summary: Technical ability in being able to read data from the IT Service Continuity Management process that will help with the identification of trends and improvements relating to disaster recovery. Wordcount: 425
28.File: SECMT1600 Availmgt Process Manager.doc – Summary: Will chair the Security Policy and Security Incident meetings that are used to identify and action security issues and to verify that all steps in the process were completed and the objective of the process was achieved. Wordcount: 402
29.File: Service Catalog 1.doc – Summary: If the user Department has not purchased the Desktop Support Package, the Department is required to provide Novell client licenses for each user machine that will access the data storage, and install the ACME IT configuration of this client. Wordcount: 4442
30.File: Availability Management Presentation.ppt – Summary: Details of proactive availability techniques and measures that will be deployed to provide additional resilience to prevent/minimize the impact of component failures on the IT service availability. Wordcount: 1240
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Diagnosis.
The kit is designed for those who need or are looking for awareness or skills, but simply don’t have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The Diagnosis toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Diagnosis
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents – ready to download and apply
4. Saves you time and budget
Buy with confidence, the Diagnosis toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $167.8 Get it now for just $99.0 ! Save $68.8 (41%)

Unit Price: EUR 97.12
Total: EUR 97.12
Info plus 19% sales tax/VAT to EUR 97.12: EUR 18.45
EUR 115.57
Delivery: Download
File Size: Full version: 6.3 MB
Download Time: Full version
56k: ~15 min.
DSL/Cable (1/8/16Mbit): <1 / <1 / <1 min.

Get More Information about Diagnosis Toolkit Key Information

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