This toolkit provides a wide variety of resources to boost your understanding and ability to implement Service Asset And Configuration Management in your organization with 17 ready-to-use resources. This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Service Asset And Configuration Management by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements. 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 Service Asset And Configuration 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 Service Asset And Configuration 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 Service Asset And Configuration Management Toolkit Includes the following 17 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: 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 3.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 4.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 5.File: factsheets in progress.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: 15687 6.File: ITSM Tool Requirements Document.doc – Summary: The knowledge management database should be able to be updated with work around and solution information that has been captured in the Incident and Problem records. Wordcount: 9177 7.File: CMDB Roles and Responsibilities.doc – Summary: Uses or provides the asset and CMS to facilitate impact assessment for RFCs and to ensure that implemented changes are as authorized; creates change records, configuration baselines, and package release records in order to specify the effect on CIs of an authorized change; ensures any changes to change authorization records are themselves subject to Change Management procedures; ensures that the asset and CMS is updated when a change is implemented Wordcount: 1733 8.File: 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: 3661 9.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 10.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 11.File: Service_Transition_Capability_Assessment_Questionnaire.docx – Summary: To achieve higher levels of capability and maturity, the processes of Change and Release & Deployment will need to be interfaced with Service Validation and Testing, which in turn will ensure the appropriate levels of testing are performed for the build, test and deployment activities of the releases required. Wordcount: 7044 12.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 13.File: Transition – Service Asset and Configuration Management.docx – Summary: Service Asset and Configuration Management Wordcount: 5 14.File: Release & Deployment – Roles and Responsibilities.doc – Summary: The release and deployment manager is responsible for the planning, design, build, configuration and testing of all software and hardware to create the release package for the delivery of, or changes to, the designated service. Wordcount: 840 15.File: Service Transition – Roles & Responsibilities.doc – Summary: Identifying and raising risks and issues, which may directly relate to their process area of may be something that they observe elsewhere within or outside of Service Transition Wordcount: 348 16.File: 03 Service Enablers.doc – Summary: The benefit of mapping at this level is that it enables the service provider to clearly understand how changes in specific enablers will impact the individual objectives of the service and, thus, the business process, allowing them to ensure the enablers are aligned appropriately. Wordcount: 1838 17.File: 07 Publishing a Service Catalog.doc – Summary: The documents, The Evolving Service Catalog and Viewpoints in Creating a Service Catalog (found in the bonus documents folder of the Toolkit), provide links to a number of web-based service catalogs, which the customer is welcome to survey for ideas. Wordcount: 1271 This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Service Asset And Configuration 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 Service Asset And Configuration Management toolkit: 1. Contains 17 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Service Asset And Configuration 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. 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