Root Cause Toolkit Howto

By | September 22, 2016

Root Cause Toolkit HowtoThe Root Cause Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to manage Root Cause 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 Root Cause by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Root Cause toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $170.69 Get it now for just $99.0 ! Save $71.69 (42%)
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 Root Cause 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 Root Cause 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 Root Cause 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: 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
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: 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
5.File: 04 Reports and KPI Targets.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding measurements and reports This document should be considered a template and will be used to support other documentation within the toolkit. Wordcount: 2166
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: 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
8.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
9.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
10.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
11.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
12.File: 03 Short Overview of Six Sigma.doc – Summary: So what is all the fuss about and the desire to get to Six Sigma�if my Pizza Shops delivers all Pizzas within 25 minutes, then we are there� BUT imagine your Pizza competition has a program in place to reach Six Sigma based around a target delivery time of 20 minutes. Wordcount: 1779
13.File: 04 Principles of Data Collection.docx – Summary: For instance, if the customer requirements for incident management state an 80% First Call Resolution, then the measurement of all incidents resolved at the Service Desk would contribute strongly to these requirements, but measuring the number of incidents escalated would have a moderate or weak contribution to the requirement. Wordcount: 3443
14.File: 04 Principles of Variation Analysis.docx – Summary: The two highest peaks on the chart correspond to the special cases found in the data chart; but there are a few plot points with rather high variances, such as day 8, 23, and 24. Wordcount: 2260
15.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
16.File: 05a Technique – 5 Whys.docx – 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: 883
17.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
18.File: 03 Continual Improvement Process.ppt – Summary: An assessment for ISO/IEC 20000 is a capability assessment; it shows whether or not the requirements of ISO/IEC 20000 are being met. Wordcount: 1074
19.File: 06 Reports and KPI Targets.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding measurements and reports This document should be considered a template and will be used to support other documentation within the toolkit. Wordcount: 1931
20.File: 03 General Change Procedure.docx – Summary: The purpose of this document is to work you through the general creation process, but the document also serves as a template for creating your own process or procedure in your own organization. Wordcount: 1647
21.File: Six Sigma – Short Overview.doc – Summary: So what is all the fuss about and the desire to get to Six Sigma�if my Pizza Shops delivers all Pizzas within 25 minutes, then we are there� BUT � imagine your Pizza competition has a program in place to reach Six Sigma based around a target delivery time of 20 minutes. Wordcount: 1782
22.File: Starter Kit Document.doc – Summary: Firstly let us start with a common understanding of the term business process as used in this document – �a sequence of linked activities that recognizes a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action�. Wordcount: 17548
23.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
24.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
25.File: CONMGT3200 Implementation Plan_Project Plan.doc – Summary: An important point to remember is that if this process is to be implemented at the same time as other processes that it is crucial that both implementation plans and importantly timing of work is complementary. Wordcount: 2202
26.File: CONMGT4400 Business Justification document.doc – Summary: The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Wordcount: 848
27.File: Trackdescription Practitioner IPAD.EN 0107.pdf – Summary: The Agree and Define track (IPAD) is intended for professionals who will participate in managing, organizing and optimizing the operations of the Agree and Define processes in an IT Service Organization which has implemented, or started to implement, IT Service Management Agree and Define processes. Wordcount: 4128
28.File: VB IPAD EN 0107.pdf – Summary: A. change the service hours in the SLAs by 3 hours as this is a new business requirement B. initiate a Service Improvement Program (SIP) to meet the new business requirements C. review the Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) Wordcount: 15750
29.File: Fact Sheet Glossary.doc – Summary: Maintainability: A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure. Wordcount: 409
30.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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Root Cause.
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 Root Cause toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Root Cause
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 Root Cause toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $170.69 Get it now for just $99.0 ! Save $71.69 (42%)

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