This toolkit provides a wide variety of resources to boost your understanding and ability to manage Sac 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 Sac by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
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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 Sac 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 Sac 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 Sac Toolkit Includes the following 30 resources:
1.File: 01 Understanding Data Analytics and Mining.ppt – Summary: The presentations found within the Toolkit provide education about the different facets of Data Warehousing and Data Analysis: they can be used for self-edification or as the foundation for presenting a case to different levels of the organization. Wordcount: 867
2.File: 02 Data Warehouse Development Process.doc – Summary: One simple way of identifying what data objects are of most concern in your organization is to identify the subject of any existing or potential lists in the organization, such as a client list, a supplier list, an employee list, etc. Wordcount: 4712
3.File: Charging Policies.doc – Summary: IT needs to work with the business to help it reduce its cost of IT and be capable of adapting to any changes in IT usage which the business may make as a result of charging. Wordcount: 1063
4.File: Working with Data in the Cloud.docx – Summary: While there may be other issues than cost, such as privacy or portability, which discourage the use of public clouds, the benefits shown through these characteristics will often support the development of a private cloud within the organization’s control. Wordcount: 3664
5.File: 9781486476763_txt.pdf – Summary: As you may well already be aware, a number of high-profile experts (including those who work in or alongside some very well-known companies like Microsoft, Apple, Google, etc) are anticipating an industry-wide shift toward cloud computing at some very near point in the future; meaning, cloud technologies might replace the traditional IT model entirely. Wordcount: 46407
6.File: 07 Service Level Requirements Template.doc – Summary: The SLR document does not have to be in a lengthy written format and in fact it is more likely to be adopted if it is kept concise, with only salient details) Wordcount: 1155
7.File: The Evolving Service Catalog.docx – Summary: While we have presented real world commercial examples of wholesaler catalogs, there’s no reason that the same model cannot be used at the enterprise level or incorporated as a hybrid solution, ensuring that business applications customized for the enterprise can be identified and launched from an �application warehouse� on any compatible device. Wordcount: 3311
8.File: 03 Functional Specification Template.doc – Summary: The interfaces in this section are specified by documenting: the name and description of each item, source or input, destination or output, ranges, accuracy and tolerances, units of measure, timing, display formats and organization, availability and capacity requirements and any relevant agreements that may impact on the service. Wordcount: 1966
9.File: 14 Topgrading.doc – Summary: Despite the complexities of employment law, the answer is to focus on the fundamentals: (1) perform thorough job analysis; (2) write job descriptions with behavioral competencies; (3) use nondiscriminatory language in employment applications, topgrading forms and guides, job advertisements and interviews; (4) use legally sound job offer letters; (5) avoid negligent hiring and retention claims; (6) use safe managing and firing practices; and (7) follow guidelines on how to topgrade outside the United States. Wordcount: 5339
10.File: Develop your leadership skills.doc – Summary: Thirdly, individuals bring into the group their own needs�not just the physical ones for food and shelter (which are largely catered for by the payment of wages these days) but also the psychological ones: recognition; a sense of doing something worthwhile; status; and the deeper needs to give to and receive from other people in a working situation. Wordcount: 7764
11.File: 05 Reciprocal Arrangements.doc – Summary: The service will only be provided if the office of the client is not capable of being used to provide an equivalent service. << include reasons why this could be the case, i.e. flood, fired etc. Wordcount: 3300
12.File: 01 Information Security Policy.doc – Summary: Contractual Documentation Preparing Terms and Conditions of Employment Using Non-Disclosure Agreements (Staff and Third Party) Misuse of Organization Stationery Lending Keys to Secure Areas to Others Lending Money to Work Colleagues Complying with Information Security Policy Establishing Ownership of Intellectual Property Rights Employing/Contracting New Staff Contracting with External Suppliers/other Service Providers Employees’ Responsibility to Protect Confidentiality of Data Confidential Personnel Data Respecting Privacy in the Workplace Handling Confidential Employee Information Giving References on Staff Checking Staff Security Clearance Sharing Employee Information with Other Employees Sharing Personal Salary Information Personnel Information Security Responsibilities Using the Internet in an Acceptable Way Keeping Passwords/PIN Numbers Confidential Sharing Organization Information with Other Employees Signing for the Delivery of Goods Signing for Work done by Third Parties Ordering Goods and Services Verifying Financial Claims and Invoices Approving and Authorization of Expenditure Responding to Telephone Enquiries Sharing Confidential Information with Family Members Gossiping and Disclosing Information Spreading Information through the Office �Grape Vine’ Using E-Mail and Postal Mail Facilities for Personal Reasons Using Telephone Systems for Personal Reasons Using the Organization’s Mobile Phones for Personal Use Using Organization Credit Cards Playing Games on Office Computers Using Office Computers for Personal Use HR Management Dealing with Disaffected Staff Taking Official Notes of Employee Meetings Staff Leaving Employment Handling Staff Resignations Completing Procedures for Terminating Staff or Contractors Obligations of Staff Transferring to Competitors HR Issues Other Recommending Professional Advisors Wordcount: 3245
13.File: 01H E-Commerce 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: 923
14.File: Building an Effective Information Security Policy.doc – Summary: There are of course various different options and points to think over here, such as do you want it to be accessible to everyone or do you want to password protect it and/or put it on a specific server port, can the contents of the external site (extranet) be seen by or published to the outside world, maintenance of systems and content, etc. so I would recommend it to keep things as simple as possible. Wordcount: 13098
15.File: 08 Charging Policies.doc – Summary: The purpose of this document is to provide the <> with background information and considerations related to a charging policy with the intent of developing an effective policy within the service environment. Wordcount: 1754
16.File: 02d Workplace Email and Internet Use – Employees and Employers Beware.doc – Summary: As with most things in life, a commonsense approach to this issue minimizes the risks for all involved: employees must acknowledge that their employers can and will monitor their use of these two electronic means of communication to ensure that it is not excessive, inappropriate, or illegal, and employers must make all employees aware of their policies and procedures with respect to the Internet and e-mail, reviewing employee activity or quickly taking remedial action when those policies or procedures are violated. Wordcount: 7017
17.File: Example-Uni of Massachusetts Records.pdf – Summary: Work with the Central Administrative Services and Campus records administrators to prepare and maintain a records management "manual" outlining procedures to: ensure the security of Original Records; protect irreplaceable or vital records from destruction; designate Official Records Custodians for new records; ensure that Original Records are organized in an efficient and accessible manner; ensure that Original Records are reviewed prior to disposal to determine whether they are archival records; transfer records, in whole or in part, from the Original Records Custodian to the appropriate archive; provide for periodic inventories of University Records; and assist campus departments in complying with these Standards and its Schedules. Wordcount: 5629
18.File: 01a Example Expenses Policy – Staffordshire University.pdf – Summary: In the event that an expense claim is contemplated in respect of an item not included in this manual, or an employee has a query relating to the payment of expenses under this policy, the matter should be referred in the first instance to their Faculty Pro Vice Chancellor or Service Director, who may thereafter refer to the Financial Director for guidance if required. Wordcount: 3195
19.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
20.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
21.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
22.File: 01 Overview of Continual Improvement.ppt – Summary: Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes. Wordcount: 937
23.File: 14 ROI Presentation.ppt – Summary: A quality measure is assigned or calculated and reported as a standard value. Wordcount: 909
24.File: COBIT Easy Explanation Fact Sheet.docx – Summary: COBIT 5 provides an end-to-end framework for the governance and management of enterprise IT. Wordcount: 294
25.File: ISO 20000 FAQs.doc – Summary: ISO 9000 is applied and used by all organizations in different sectors and industries and whilst it has certain attributes and benefits that are valuable to your existing commercial relationship, you should consider whether you wish to have a specific certification for the IT Service Management (ITSM) component of your business. Wordcount: 2809
26.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
27.File: COM28800 COBIT Fact Sheet.doc – Summary: As far as the COBIT framework is concerned, the entire realm of IT/process auditing is divided into four domains, seen listed below. Wordcount: 380
28.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
29.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
30.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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Sac.
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 Sac toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Sac
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 Sac toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $183.33 Get it now for just $99.0 ! Save $84.33 (46%)
Unit Price: EUR 97.12
Total: EUR 97.12
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