Single Point Contact Toolkit Download

By | September 22, 2016

Single Point Contact Toolkit DownloadThe Single Point Of Contact Toolkit

This toolkit provides a wide variety of resources to boost your understanding and ability to manage Single Point Of Contact in your organization with 29 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Single Point Of Contact by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Single Point Of Contact toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $173.48 Get it now for just $97.15 ! Save $76.33 (44%)
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 Single Point Of Contact 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 Single Point Of Contact 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 Single Point Of Contact Toolkit Includes the following 29 resources:
1.File: 02 Service Desk Skills.doc – Summary: For instance, a Service Desk Analyst on a Skilled or Expert Service Desk (Level 3 Apply) may also be applying the skill sets on the same responsibility level for IT operations, problem management, configuration management, and service level management in varying degrees. Wordcount: 2418
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: 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
4.File: 01 Service Desk-Policies Objectives & Scope.doc – Summary: A scope statement any bigger than half an A4 page may be too lengthy to read, lose the intended audience with detail, and not be clearly focused on answering the WHAT question for this process. Wordcount: 843
5.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
6.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
7.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
8.File: service v4.doc – Summary: Without this single point of contact an organisation would face major losses in time spent on looking for ways to fix issues and get help. Wordcount: 508
9.File: CHG7500 Objectives and Goals.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: 1941
10.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
11.File: service v5.0.pdf – Summary: The Service Desk is a single point of contact (SPOC) for end-users who need help. Wordcount: 655
12.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
13.File: Example Outsourcing – Service Levels.doc – Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics. Wordcount: 12433
14.File: SD9500 Objectives and Goals.doc – Summary: Less obvious links include Financial Management for IT Services (to establish Return on Investment (ROI) on incidents and the cost per call) and IT Service Continuity Management (to the level of Service Desk support during a contingency situation). Wordcount: 641
15.File: SD9600 SD Manager Role.doc – Summary: Will liaise with the relevant parties involved with all ITIL processes to ensure activities that are performed at the Service Desk (for other processes) are co-ordinated and carried out according to plan. Wordcount: 519
16.File: AVMG6200 Availability Management Powerpoint.ppt – Summary: is the process of optimising the capability of the IT infrastructure and supporting the organisation to deliver a cost effective and sustained level of availability that enables the business to satisfy its objectives. Wordcount: 1183
17.File: Help Desk-Objectives and Goals.doc – Summary: Less obvious links include Financial Management for IT Services (to establish Return on Investment (ROI) on incidents and the cost per call) and IT Service Continuity Management (to the level of Help Desk support during a contingency situation). Wordcount: 650
18.File: 01 Help 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 Help Desk to support the end user as part of its development and improvement. Wordcount: 798
19.File: 05 Communication Plan.doc – Summary: As the Help 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
20.File: 05 Help Desk-Skills.doc – Summary: For instance, a Help Desk Analyst on a Skilled or Expert Help Desk (Level 3 Apply) may also be applying the skill sets on the same responsibility level for IT operations, problem management, configuration management, and service level management in varying degrees. Wordcount: 1640
21.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
22.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
23.File: Service_Operation_Capability_Assessment_Questionnaire.docx – 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: 6952
24.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
25.File: Presentation 2 – Project Management & PRINCE2.ppt – Summary: Quality Planning: Integrated into the Starting Up of a Project (SU) process; the way that the quality system will be used will be in the Project Initiation Document and therefore it will form part of each Stage Plan. Wordcount: 4598
26.File: Service Desk-Metrics.doc – Summary: By calculating the percentage of call duration time on the desk overall and working out a cost per minute (total costs for the period divided by total call duration minutes) this can be used to calculate the cost for individual calls and give a more accurate figure. Wordcount: 692
27.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
28.File: Viewpoints to Creating a Service Catalog.docx – Summary: A user may only need the name of the service, a brief description, and conditions or costs for using the service, while a business manager, who is responsible for managing a dozen, hundreds, or thousands of employees, may need considerably more information, including the overall cost of using the service by the department, indicators of misuse, or the ability to manage control over access to services. Wordcount: 3426
29.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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Single Point Of Contact.
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 Single Point Of Contact toolkit:
1. Contains 29 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Single Point Of Contact
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 Single Point Of Contact toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $173.48 Get it now for just $97.15 ! Save $76.33 (44%)

Unit Price: EUR 95.31
Total: EUR 95.31
Info plus 19% sales tax/VAT to EUR 95.31: EUR 18.11
EUR 113.42
Delivery: Download
File Size: Full version: 11 MB
Download Time: Full version
56k: ~26 min.
DSL/Cable (1/8/16Mbit): ~2 / <1 / <1 min.

Get More Information about Single Point Contact Toolkit Download

Tags: single point, Service Desk, Help Desk, Wordcount, Summary, service desk analyst, Service Continuity Management, problem management, service level management, Desk staff talk, contact toolkit, Service Desk Skills.doc, Service Operation Functions, Service Desk Communication, Service Desk staff, Service Desk support, Help Desk support, Help Desk staff, Expert Help Desk, Help Desk Analyst, service requests, Report service level, specialist software tools, end user, Service Desk-Policies Objectives, Financial Management, obvious links, Service Lifecycle, Complete Single Point, Service Operation Functions-Roles, problem management metrics, Technical Management function, effective process management, incident management report, configuration management, Availability Management Powerpoint.ppt, Service Desk.doc, Service Desk-Objectives, Service Desk-Introduction.docx, service v4.doc, List Price, service v5.0.pdf, Service Levels.doc, Communication Plan.doc, process owners, responsibility level, end users concerns, Known Error, Free Returns

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