Request Fulfillment Toolkit Features

By | September 22, 2016

Request Fulfillment Toolkit FeaturesThe Request Fulfillment Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to implement Request Fulfillment in your organization with 26 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Request Fulfillment by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Request Fulfillment toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $158.36 Get it now for just $87.1 ! Save $71.26 (45%)
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 Request Fulfillment 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 Request Fulfillment 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 Request Fulfillment Toolkit Includes the following 26 resources:
1.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
2.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
3.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
4.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
5.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
6.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
7.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
8.File: Event, Access and Request Fulfillment Intro Presentation.ppt – Summary: Provide a detailed over view of Event Management, Access Management and Request Fulfillment from a ITIL Version 3 perspective . Wordcount: 140
9.File: Service Desk – Roles and Responsibilities.doc – Summary: The primary Service Desk Analyst role is that or providing first-level support through taking calls and handling the resulting incidents or Service Requests using the Incident Reporting and Request Fulfillment processes, in line with the Service Desk objectives. Wordcount: 558
10.File: Technology Considerations.doc – Summary: Such technology should allow a direct interface into the organization’s Incident Management processes (via entry into the Incident Log), as well as the capability to escalate to support staff, third-party suppliers, engineers etc. via e-mail, SMS messaging etc. Wordcount: 479
11.File: Service Design – The Big Picture.txt – Summary: In order to develop effective and efficient service solutions that meet the requirements of the business and the needs of IT, it is essential that all the inputs and needs of all other areas and processes are reconsidered within each of the Service Design activities, as illustrated in Figure 2. Wordcount: 277
12.File: 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 Reporting and Request Fulfillment processes in line with the Help Desk objectives. Wordcount: 559
13.File: 01 Help 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
14.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
15.File: 02 Help Desk-Metrics.doc – Summary: For example, the total number of calls received by the Help 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 Help Desk�for example, a particularly busy period for the organization or the release of a new version of a major corporate system. Wordcount: 1194
16.File: 02 Help Desk-Process.doc – Summary: The intent of investigation and diagnosis at the Help Desk as a practice is obtaining enough information about the situation to determine the cause of the incident and make a determination if the incident can be resolved at the Help Desk or should be escalated to an n-line support team. Wordcount: 2927
17.File: 00 Help Desk-Introduction.doc – Summary: Ability to resolve incidents or fulfill requests � From remote access to systems to password reset tools, the ability of the Help Desk to address the end users’ concerns/requests are often dependent on the Help Desk’s access to useful monitoring and management tools within the service environment. Wordcount: 2384
18.File: Service_Operation_Capability_Assessment_Questionnaire.docx – Summary: The assessment is based on the generic capability levels defined by the Capability Maturity Model Integrated (CMMI) framework, which recognises that there are a number of characteristics which need to be in place for effective process management. Wordcount: 6952
19.File: Service Operation Lifecycle Phase Introduction Presentation.ppt – Summary: The audience must have been actively involved in determining the need for the communication and what they will do with the information. Wordcount: 682
20.File: Service Operation Functions-Roles and Responsibilities.doc – Summary: It is a vitally important part of an organization’s IT Department and should be the single point of contact for IT users on a day-to-day basis � and will handle all incidents and service requests, usually using a specialist software tools to log and manage all such events. Wordcount: 1206
21.File: Service Operation Lifecycle Stage Introduction Presentation.ppt – Summary: To ensure consistency in service transition, as will as ensuring stated requirements are met for the business and management, personnel from IT Operations Management must be involved in service transition as early as possible. Wordcount: 654
22.File: Service Operation Process 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: 3957
23.File: Event, Access, Request Fulfilment Management – Roles & Responsibilities.doc – Summary: If Event Management activities are delegated to the Service Desk or IT Operations Management, Technical and Application Management must ensure that the staff are adequately trained and that they have access to the appropriate tools to enable them to perform these tasks. Wordcount: 1189
24.File: Event, Access, Request Fulfilment Team.doc – Summary: Validates requests by checking that the request has been approved at the appropriate level of authority and that the user is a legitimate employee, contractor or customer and that they qualify for access Wordcount: 760
25.File: 01 Role Examples.ppt – Summary: Ensures “major incidents” are managed appropriately and all interested parties are involved in decision-making related to resolving the incident or minimizing the impact of the incident. Wordcount: 1068
26.File: Event Management Intro Presentation.ppt – Summary: Provide a detailed over view of the Event Management process from a ITIL Version 3 perspective . Wordcount: 130
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Request Fulfillment.
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 Request Fulfillment toolkit:
1. Contains 26 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Request Fulfillment
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 Request Fulfillment toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $158.36 Get it now for just $87.1 ! Save $71.26 (45%)

Unit Price: EUR 85.45
Total: EUR 85.45
Info plus 19% sales tax/VAT to EUR 85.45: EUR 16.24
EUR 101.69
Delivery: Download
File Size: Full version: 4.6 MB
Download Time: Full version
56k: ~11 min.
DSL/Cable (1/8/16Mbit): <1 / <1 / <1 min.

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