This toolkit provides a wide variety of resources to boost your understanding and ability to manage Spi 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 Spi 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 Spi 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 Spi 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 Spi 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: 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
4.File: 10 Service Agreements.doc – Summary: Dealing with individual services has the greatest level for flexibility in managing service levels, but creating individual agreements for each service provision has the potential to create conflicting obligations with customers who have multiple services, or a service which is provided to multiple customers. Wordcount: 2309
5.File: 13 Corporate-based SLA Template Example.doc – Summary: It is the process by which the service provider and customer will define and agree on the scope and outcomes of a service, as well as review the performance of the service against agreed targets. Wordcount: 2110
6.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
7.File: 09 Organizational Change.doc – Summary: To ensure that motivation is retained, changes are accepted and the program stays on track to reach the desired long-term goals, those responsible for the change should plan for and target a range of goals, including short-term, medium-term and long-term wins. Wordcount: 2199
8.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
9.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
10.File: 02 Risk Management Framework.doc – Summary: Whilst the numeric rating scale should be applied consistently for each activity or project evaluated, the detailed descriptions contained in the table is provided as an example only and will need to be altered to suit the specific activity being assessed. Wordcount: 4040
11.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
12.File: 03 Security Audit Template.doc – Summary: Your use of this system constitutes your further agreement that you will not use the system in any way that would violate any law, or that would be inconsistent with any Company policy or standard including policies on Ethics, Harassment, Conflict of Interest, and standards for system security. Wordcount: 3211
13.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
14.File: IM Viruses and Security.doc – Summary: If basic consumer IM applications don’t fit the bill, you may want to move to the next level of products such as America Online’s AIM Pro, which is still free but offers message encryption, integration with Microsoft Outlook client, voice- and video-conferencing, and one-click access to WebEx meetings. Wordcount: 3678
15.File: 02c EXAMPLE – Notre Dame Australia Policy – Email and Internet Usage.doc – Summary: The University has the right to record all staff and student Internet usage and monitor the email account or Internet browsing of any user for legitimate business reasons, including compliance with this policy, compliance with any applicable laws and industry regulations, and where there is reasonable suspicion of activities that may violate this policy. Wordcount: 712
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: 02e Finance & Administration Agency Guide to Best Practice – Email & Internet Usage.doc – Summary: Employees should be aware that Internet usage and sites visited may be monitored by their employer and copies of all emails sent and received maybe recorded and stored in information systems hardware, even after the email is deleted. Wordcount: 1429
18.File: ThirtyTwo Instant Messaging Rules-Best Practices.docx – Summary: Your legal, compliance, and IT professionals should work together to determine where IM fits into the organization’s regulatory puzzle, and how a program that combines written policy, employee education, and enforcement technology (the three Es of IM risk management) can help ensure compliance and minimize costly IM-related disasters. Wordcount: 2611
19.File: Web 2.0 in KM.docx – Summary: What you will see by the end of this document is just how compatible knowledge management and Web 2.0 are, as well as how the future of knowledge management may be explored by emerging the two technologies through the use of cloud computing. Wordcount: 7837
20.File: 01 Expense Policy (UK FORMAT).doc – Summary: Where an employee is on Company business but not staying away from home, the cost of an evening meal may be claimed against receipts if the following Inland Revenue limits are met: Wordcount: 4498
21.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
22.File: Values, Vision and Mission Statements.doc – Summary: Great values, vision and mission statements will not make up for a poor business plan in the eyes of investors, but an undefined and uninspired mission statement may lead an investor to think twice about the quality of your business and its goals. Wordcount: 1279
23.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
24.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
25.File: 04 Principles of Data Collection.docx – Summary: For instance, if the customer requirements for incident management state an 80% First Call Resolution, then the measurement of all incidents resolved at the Service Desk would contribute strongly to these requirements, but measuring the number of incidents escalated would have a moderate or weak contribution to the requirement. Wordcount: 3443
26.File: 03 General Change Procedure.docx – Summary: The purpose of this document is to work you through the general creation process, but the document also serves as a template for creating your own process or procedure in your own organization. Wordcount: 1647
27.File: Starter Kit Document.doc – Summary: Firstly let us start with a common understanding of the term business process as used in this document – �a sequence of linked activities that recognizes a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action�. Wordcount: 17548
28.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
29.File: InpWards.doc – Summary: Discuss stock and supply with appropriate service/section; report problems to Chief, Patient Care Services for resolution Wordcount: 1578
30.File: SBMS-MSAP-FY04.doc – Summary: Requirements Management: Complete SAM Action Plan item for making explicit link from requirements to SBMS or other organizational documents; also, review and update training program as described in second bullet above. Wordcount: 469
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Spi.
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 Spi toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Spi
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 Spi toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $162.3 Get it now for just $99.0 ! Save $63.3 (39%)
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