This toolkit provides a wide variety of resources to boost your understanding and ability to implement Service Strategy 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 Strategy 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 Strategy 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 Strategy 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 Strategy Toolkit Includes the following 30 resources:
1.File: 08 Service Definition.doc – Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets; or they have greater competency in supporting all customer assets through a reporting service. Wordcount: 2654
2.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
3.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
4.File: CSI Fact Sheet.doc – Summary: Step One – Define what you should measure: Talk to the business, find out what your customer’s needs are and discuss with IT Management how those needs can be met. Wordcount: 891
5.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
6.File: Service Operation Functions Fact Sheet.doc – Summary: As the custodian of technical knowledge and expertise related to managing the IT Infrastructure, the Technical Management function provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Wordcount: 1627
7.File: Service Operation Processes 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: 3946
8.File: Service Strategy Fact Sheet.doc – Summary: An example may be a service whose fulfillment elements include a mainframe system and Frame Relay network that still supports business critical processes where the strategic direction of the organization is to retire the mainframe platform and source an MPLS (multi protocol label switching) WAN. Wordcount: 2059
9.File: CSI Introduction Presentation.ppt – Summary: Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes Wordcount: 779
10.File: Challenges, CSFs and Risks.txt – Summary: Customers depend on contracts as a means of implementing their own business strategy and achieving specific objectives, and as a means of allocating and managing most, if not all, operational risks associated with the business outcomes. Wordcount: 2130
11.File: CSI Intro Presentation.ppt – Summary: Provide practical and user friendly documents for you to use within your organization, including a Continual Service Improvement Readiness Assessment. Wordcount: 940
12.File: Explanations of the gaps found in slide 10.doc – Summary: Gap comes from interpretation of the past experiences or the lack of data, information and knowledge to properly reduce this gap and how it influences or directs the question �What do we want?’ Wordcount: 392
13.File: Capacity Management- Roles & Responsibilities.txt – Summary: Ensuring that there is adequate IT capacity to meet required levels of service, and that senior IT management is correctly advised on how to match capacity and demand and to ensure that use of existing capacity is optimized Wordcount: 443
14.File: Demand Modeling.txt – Summary: Capacity planning also provides important information related to service demand by providing usage data and trend reporting largely from a technical component perspective (think bandwidth, resources, processing capacity etc. that carry a financial impact), and by tracking significant expected variances in demand related to strategic events such as product launches, entry into new markets and acquisitions or divestitures. Wordcount: 373
15.File: 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: 1893
16.File: Financial Management Powerpoint.ppt – Summary: Service Valuation is used to help the business and the IT Service Provider agree on the value of the IT Service. Wordcount: 1510
17.File: Roles and Responsibilities of Product Manager.doc – Summary: When solutions are not found in the Catalogue or Pipeline, Product Managers and BRMs work together on making a business case for new service development (NSD). Wordcount: 602
18.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
19.File: Use of the Service Portfolio.txt – Summary: Phasing out of services is part of Service Transition to ensure that all commitments made to customers are duly fulfilled and service assets are released from contracts. Wordcount: 1144
20.File: Service Strategy Introduction Presentation.ppt – Summary: Design, develop and implement service management as a strategic asset and assisting growth of the organization Wordcount: 415
21.File: Types of Change Request.doc – Summary: Request for Change to Service or service definition Wordcount: 127
22.File: 01 Cloud Computing Development Process.doc – Summary: Some organizations may choose not to deploy internal cloud services, but this does not mean that internal designs are not required, especially if more than one cloud service is used to support a single business process. Wordcount: 6092
23.File: A Guide to IT Service Strategy.docx.doc – Summary: And can IT in its current state, continue to support the business and these new initiatives or are there considerations to be made with regards to new/updated technology, resource requirements, conformance to governance and regulatory requirements etc. Wordcount: 4394
24.File: IT Service Strategy Presentation – Starting Point_ Creating IT Service Strategy.ppt – Summary: IT Service Strategy Wordcount: 3
25.File: Service_Design_Capability_Assessment_Questionnaire.docx – Summary: While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources and third party products that will all need to be managed appropriately for this goal to be achieved. Wordcount: 8816
26.File: Service_Strategy_Capability_Assessment_Questionnaire.doc – 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: 4213
27.File: Toolkit Introduction Presentation.ppt – Summary: The results and findings from the assessment are typically communicated in the form of a report, showing a baseline of ITSM practices, issues and risks observed, and the general recommendations being made to the report’s audience (e.g. Wordcount: 747
28.File: CSI Lifecycle Phase Introduction Presentation.ppt – Summary: Aspects which are internal to the organization such as organizational structures, culture, capacity to accept change, existing and projected staffing levels, union rules etc. Wordcount: 687
29.File: Service Operation Functions – Roles & 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: 1289
30.File: Service Transition Organization of Service Transition.doc – Summary: Although Service Transition is not accountable for the overall management of business and technical change, the Service Transition process owner of manager is a key stakeholder and needs to be proactive in reporting issues and risks to the change leaders, e.g. when the volume of changes may impact Service Operation’s ability to keep the services running. Wordcount: 1359
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Service Strategy.
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 Strategy toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Service Strategy
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
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