Problem Management Toolkit Features

By | September 22, 2016

Problem Management Toolkit FeaturesThe Problem Management Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to implement Problem Management 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 Problem Management by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Problem Management toolkit has a 100% Satisfaction Guarantee & Free Returns.
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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 Problem Management 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 Problem Management 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 Problem Management Toolkit Includes the following 30 resources:
1.File: Technical Architecture.doc – Summary: Row_Definition=Model,Configuration Item Number,Manufacturer,District,Facility,Department,Current Status,Serial No,Description,Vendor,Networked (Y/N),Warranty Expiry Date,Availability Requirements,ISU Responsible,Division / Business Unit,Building,Level,Room #,Cost Center,Order Number,Purchase Date,Disposal Date,Installation Date,Maintenance Date,Warranty Reference,Maintenance Reference,Critical Configuration Item (Y/N),Unit,Section,Current User,Users Title,Phone,Invoice #,Purchase Price,Annual Maintenance Fee,AMF Amount,PC Levy,PC Levy Amount,Equipment Capital Injection Fee,ECI Amount,Proposed Retirement Date Wordcount: 2284
2.File: Service Outage Analysis.doc – Summary: The purpose of this document is to provide a structure approach in helping improve end to end service availability for a selected Service or a set of Infrastructure components. Wordcount: 985
3.File: 02 Service Management Plan.doc – Summary: It is necessary to identify the service management processes developed to support service delivery, their purposes, and how they relate to each other and the other components (policies, tools, and controls) of the service management system. Wordcount: 2056
4.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
5.File: Building a Business Case.doc – Summary: For example, benefits like �improved customer satisfaction’ or �enhanced market image’ or �better employee morale’ also have value, but are harder to quantify than tangible benefits such as X% less incidents, so may be omitted as being somehow not quite �real’. Wordcount: 3630
6.File: 06 Technical Architecture.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding technical design of a service or system. Wordcount: 3120
7.File: 02 Service Desk Skills.doc – Summary: For instance, a Service Desk Analyst on a Skilled or Expert Service Desk (Level 3 Apply) may also be applying the skill sets on the same responsibility level for IT operations, problem management, configuration management, and service level management in varying degrees. Wordcount: 2418
8.File: 09 Incident Log.doc – Summary: As a customer, you can use the document AS IS, or modify the document to align with the goals, objectives, and guiding principles of your organization. Wordcount: 1061
9.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
10.File: 11 Service Outage Analysis.doc – Summary: From your hypotheses and interviews, you should be able to provide a list of findings and recommend necessary solutions to help improve the end to end service availability. Wordcount: 1351
11.File: 14 Known Error Template.doc – Summary: Known Errors can first be identified as incidents which have been handled over to Problem Management because the root cause is unknown or the impact is significant to render investigation. Wordcount: 1062
12.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
13.File: 02 Release Policy.doc – Summary: In practice, application development teams may own and manage a RDM process while hardware support teams may have their own RDM process, and so on, because the context of the types of releases will vary how specific activities are performed: different processes allow the disciplines to move beyond a generic process which tries to fit all circumstances. Wordcount: 1368
14.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
15.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
16.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
17.File: 01 Service Desk-Objectives and Goals.doc – Summary: While the majority of the shared knowledge will come through Problem Management, every process of the Service Lifecycle considers what knowledge is required by the Service Desk to support the end user as part of its development and improvement. Wordcount: 798
18.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
19.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
20.File: 03 Service Desk-Business Justification document.doc – Summary: With the co-introduction of sound Incident Management and Problem Management processes, the Service Desk will move away from a function that is continually in �fire-fighting� mode to one that delivers true value-added support to the organization. Wordcount: 866
21.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
22.File: 05 Service Desk Communication Plan.doc – Summary: As the Service Desk staff talk to the customers and end users every day of the week, they should be able to point out to the other process owners where the areas for improvement are. Wordcount: 967
23.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
24.File: 02 Objectives and Goals – Six Sigma.docx – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding process objectives and goals. Wordcount: 987
25.File: 03 Process Mapping.docx – Summary: Analysis can be done on individual incidents over a time period and provide more detail, but for understanding how Value Add charts can be used effectively, collapsing incidents into meaningful categories is helpful: this allows us to delineate between hardware-based incidents and other type of incidents. Wordcount: 5975
26.File: 05 Principles of Root Cause Analysis.docx – Summary: This effort may result in a significant improvement to the environment, but the focus of root cause analysis in continual improvement is to understand the factors influencing a process or service and the level of that influence when changed. Wordcount: 1026
27.File: 05g Technique – Hypothetical Testing.docx – Summary: Producer Risk or Alpha (_) Risk indicates a Type I Error resulting from a rejection of the null hypothesis when it was actually true: meaning that something was found in the data which did not exist in reality. Wordcount: 1189
28.File: Mapping – Terms and Usage.doc – Summary: Incident: 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: 331
29.File: service v4.doc – Summary: Without this single point of contact an organisation would face major losses in time spent on looking for ways to fix issues and get help. Wordcount: 508
30.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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Problem Management.
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 Problem Management toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Problem Management
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 Problem Management 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
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Get More Information about Problem Management Toolkit Features

Tags: problem management, Service Desk, problem management toolkit, service desk analyst, Wordcount, Summary, Service Outage Analysis.doc, Service Management Process, change management process, Service Management Plan.doc, service level management, Service Desk Skills.doc, Problem Management approach, specific launch dates, end user, incident management, Service Desk Technology.doc, Complete Problem Management, new Service Desk, Service Desk Communication, Service Desk staff, Problem Management processes, Service Desk-Knowledge Management.doc, Incident Management Policy.doc, service availability, Retirement Date Wordcount, Service Desk-Implementation Plan, Service Desk-Business Justification, sound Incident Management, root cause, selected Service, service delivery, Technical Architecture.doc, service continuity, List Price, service provider, Service Desk-Objectives, RDM process, realistic expectation, Service Desk-Process.doc, Free Returns, Service Lifecycle, Date,Availability Requirements,ISU Responsible,Division, Cost Center,Order Number,Purchase, Date,Disposal Date,Installation Date,Maintenance, Unit,Section,Current User,Users Title,Phone,Invoice, Purchase Price,Annual Maintenance, Service Desk-Introduction.docx, pertinent information

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