Service Request Toolkit Key Information

By | September 22, 2016

Service Request Toolkit Key InformationThe Service Request Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to manage Service Request 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 Service Request by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Service Request toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $180.0 Get it now for just $99.0 ! Save $81.0 (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 Service Request 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 Request 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 Service Request Toolkit Includes the following 30 resources:
1.File: Change Mgt Process.doc – Summary: Less obvious links include Financial Management for IT Services (to establish Return on Investment (ROI) expected for major changes and IT Service Continuity Management (to verify proposed changes will not adversely influence the ability to recover service in the event of a major outage). Wordcount: 565
2.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
3.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
4.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
5.File: 10 Service Changes.doc – Summary: As part of the training package for the Service Desk, the transition team should include relevant information regarding testing and acceptance of the release, specifically related to any incidents, problems, and known errors which the end-user may experience. Wordcount: 1488
6.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
7.File: 01C Access Control 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: 1121
8.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
9.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
10.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
11.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
12.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
13.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
14.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
15.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
16.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
17.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
18.File: 05 Service Desk-Service Changes.doc – Summary: As part of the training package for the Service Desk, the transition team should include relevant information regarding testing and acceptance of the release, specifically related to any incidents, problems, and known errors which the end user may experience. Wordcount: 755
19.File: 00 Distinctions between Service Desk and Help Desk.docx – Summary: The problem with distinguishing between a Service Desk and a Help Desk, and sometimes a Call Center, is that many of the tangible components of the solution are the same: each consists of a number of bodies sitting at a desk and doing their best to meet a customer’s needs given the tools and resources available to them at the time. Wordcount: 1285
20.File: 00 Service Desk Introduction Presentation.ppt – Summary: Tools not only support the outsourced Service Desk, but also the customers organization’s processes and business requirements. Wordcount: 385
21.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
22.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
23.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
24.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
25.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
26.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
27.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
28.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
29.File: INC8200 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: 1914
30.File: INC8440 Incident Management Powerpoint.ppt – Summary: 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: 849
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Service Request.
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 Request toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Service Request
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 Service Request toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $180.0 Get it now for just $99.0 ! Save $81.0 (45%)

Unit Price: EUR 97.12
Total: EUR 97.12
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File Size: Full version: 6 MB
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Get More Information about Service Request Toolkit Key Information

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