Major Incident Toolkit Free

By | September 22, 2016

Major Incident Toolkit FreeThe Major Incident Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to manage Major Incident 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 Major Incident by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Major Incident toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $162.3 Get it now for just $99.0 ! Save $63.3 (39%)
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 Major Incident 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 Major Incident 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 or management.
The Complete Major Incident Toolkit Includes the following 30 resources:
1.File: 04 Service Management Process Definitions and Interfaces.doc – Summary: Risks associated with requests for change: to assess and manage the impact on service continuity and availability Wordcount: 3140
2.File: 12 Service Review Template.doc – Summary: For instance, a service which is subject to a higher rate of change, exposed to a high number of risks, is newly implemented or changed may be considered unstable, or has had an historical record of not meeting service targets and should be reviewed more often. Wordcount: 1848
3.File: 10 Incident Management Policy.doc – Summary: To empower you in the creation process, this document provides some background information regarding the subject area, including considerations to be addressed within the policy itself; however, this is your policy and should reflect the goals, objectives, and guiding principles of your organization. Wordcount: 2374
4.File: 01 Change Policy.doc – Summary: In the real world, IT change management is simply one change management process which may be at play in any scenario: change management processes owned and managed by customers, suppliers, and even internal processes for projects can also exist and require some interface with the IT change management process. Wordcount: 1968
5.File: 02 Implementation Plan_Project Plan.doc – Summary: Ultimately, we do want the new process to become the way things are done around here, so it may even be best not to set specific launch dates, as this will set the expectation that from the given date all issues relating to the process will disappear (not a realistic expectation). Wordcount: 1926
6.File: 03 Metrics and Reports.doc – Summary: The service provider shall use this process for all new services and changes to services with the potential to have a major impact on services or the customer. Wordcount: 5292
7.File: 01 Service Desk-Roles and Responsibilities.doc – Summary: The primary Service Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Service Desk objectives. Wordcount: 963
8.File: 02 Service Desk-Knowledge Management.doc – Summary: Understanding that the end user has called in several incidents with the same symptoms and steps to resolution provides the Service Desk Analyst a clue that some other cause must be addressed, which may be out of scope for incident management but not for problem management. Wordcount: 1655
9.File: 02 Service Desk-Metrics.doc – Summary: For example, the total number of calls received by the Service Desk is not in itself an indication of either good or bad performance and may, in fact, be caused by events completely outside the control of the Service Desk�for example, a particularly busy period for the organization or the release of a new version of a major corporate system. Wordcount: 1198
10.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
11.File: 04 Service Desk-Implementation Plan & Project Plan.doc – Summary: Ultimately, we do want the new Service Desk to become the way things are done around here, so it may even be best not to set specific launch dates as this will set the expectation that from the given date all issues relating to the Service Desk will disappear (not a realistic expectation). Wordcount: 2170
12.File: Critical_Incident_Services.doc – Summary: The System Support plan also describes the impact of system failure (on users & business), the system topology (high level view of the various components), the support matrix (support arrangements for individual components as well as critical 3rd Party Application and Vendor information) and system dependencies (other systems that must be available for effective operation Wordcount: 1450
13.File: INC9000 Reports KPI’s other metrics.doc – Summary: Percentage of incidents resolved at first line support that have been agreed to be resolved via an SLA. Wordcount: 966
14.File: blurb.txt – Summary: The supporting documents and resources found within the toolkit will help you fill these gaps by giving you a focused, practical and user-friendly approach to Incident Management. Wordcount: 499
15.File: Communications.doc – Summary: Discuss the schedule of changes that are expected to be made during the day, together with a briefing of potential incidents that may occur as a result and the appropriate action to be taken. Wordcount: 1239
16.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
17.File: Incident Management Reports KPI’s & other metrics.doc – Summary: This document serves as a GUIDE ON SUITABLE KEY PERFORMANCE INDICATORS (KPIs) and REPORTS FOR MANAGEMENT for the Incident Management process. Wordcount: 950
18.File: Toolkit Introduction Presentation – Incident Management.ppt – Summary: Provide you with useable examples and templates to aid implementation and/or improvement of Incident Management in your organization. Wordcount: 131
19.File: Example – KPI’s of the value of Service Management.doc – Summary: Removing errors from the infrastructure and reduction of failed changes, improved understanding of business requirements and IT capability planning. Wordcount: 204
20.File: Service Operation Functions Fact Sheet.txt – Summary: As the custodian of technical knowledge and expertise related to managing the IT Infrastructure, the Technical Management function provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Wordcount: 2476
21.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
22.File: Service Transition Fact Sheet.doc – Summary: The Objective of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization. Wordcount: 3326
23.File: Information Security Management Presentation.ppt – Summary: Lack of commitment from the business to the ISM processes and procedures Wordcount: 956
24.File: Business Impact Analysis.doc – Summary: Additional, experience has shown that the results from the BIA can be an extremely useful input for a number of other areas as well, and will give a far greater understanding of the service than would otherwise be the case. Wordcount: 390
25.File: ISO IEC 20000 Presentation Chapters 6-10.ppt – Summary: All accounting practices used should be aligned to the wider accountancy practices of the whole of the service provider’s organization. Wordcount: 1080
26.File: Process Summary – Incident Management.doc – Summary: The customer shall be kept informed of the progress of their reported incident or service request and alerted in advance if their service levels cannot be met. Wordcount: 272
27.File: Process Summary – Service Reporting.doc – Summary: A clear description of each service report shall be available including its identity, purpose, audience and details of the data source. Wordcount: 216
28.File: BRM Metrics and Reports.doc – Summary: The reports should be reviewed to give structure and logic to how the metrics are presented � this may well lead to changes in what is reported and will lead to changes in what is reported and will lead to more benefits. Wordcount: 2206
29.File: 01 Help Desk-Roles and Responsibilities.doc – Summary: The primary Help Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Help Desk objectives. Wordcount: 962
30.File: 02 Help Desk-Knowledge Management.doc – Summary: Understanding that the end user has called in several incidents with the same symptoms and steps to resolution provides the Help Desk Analyst a clue that some other cause must be addressed, which may be out of scope for incident management but not for problem management. Wordcount: 1655
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Major Incident.
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 Major Incident toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Major Incident
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 Major Incident toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $162.3 Get it now for just $99.0 ! Save $63.3 (39%)

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: 10.3 MB
Download Time: Full version
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DSL/Cable (1/8/16Mbit): ~1 / <1 / <1 min.

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