The Application Management Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to implement Application Management in your organization with 23 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Application Management by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Application Management toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $135.18 Get it now for just $77.05 ! Save $58.13 (43%)
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 Application 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 Application 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 Application Management Toolkit Includes the following 23 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: 02 Service Desk-Knowledge Management.doc – Summary: Understanding that the end user has called in several incidents with the same symptoms and steps to resolution provides the Service Desk Analyst a clue that some other cause must be addressed, which may be out of scope for incident management but not for problem management. Wordcount: 1655
3.File: Roles and Responsibilities.doc – Summary: If Event Management activities are delegated to the Service Desk or IT Operations Management, Technical and Application Management must ensure that the staff are adequately trained and that they have access to the appropriate tools to enable them to perform these tasks. Wordcount: 1189
4.File: Communications.doc – Summary: Discuss the schedule of changes that are expected to be made during the day, together with a briefing of potential incidents that may occur as a result and the appropriate action to be taken. Wordcount: 1239
5.File: Incident Management – Roles and Responsibilities.doc – Summary: Where a second-line group is used, there are often advantages of locating this group close to the Service Desk to aid with communications and to ease movement of staff between the groups, which may be helpful for training/awareness and during busy periods of staff shortages. Wordcount: 559
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: 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
8.File: Service Catalogue Management.pdf – Summary: Document Technical Service Catalogue information Develop self-help capabilities for documentation within the Service Catalogue Wordcount: 561
9.File: ISO 20000 FAQ’s.doc – Summary: ISO 9000 is applied and used by all organisations 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: 3065
10.File: Scoping Example – Tata Communications Attains ISO 20000 and 27001 Certifications for Managed Services and Data Centers.doc – Summary: Tata Communications (NYSE:TCL), a leading provider of the new world of communications, announced today that it has successfully attained the International Organization for Standardization (ISO) 20000-1:2005 and 27001:2005 certifications for its Global Managed Services Operations in the areas of Managed Hosting, Managed Storage Services and Hosted Messaging Services. Wordcount: 536
11.File: v0.2 IBM ITSM.doc – Summary: IBM Global Services typically apply a specific combination of skills, assets and methods to help ensure the successful application of capabilities in implementing ITIL best practices in their clients’ service management programs. Wordcount: 340
12.File: 02 Help Desk-Knowledge Management.doc – Summary: Understanding that the end user has called in several incidents with the same symptoms and steps to resolution provides the Help Desk Analyst a clue that some other cause must be addressed, which may be out of scope for incident management but not for problem management. Wordcount: 1655
13.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
14.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
15.File: Service Operation Lifecycle Phase Introduction Presentation.ppt – Summary: The audience must have been actively involved in determining the need for the communication and what they will do with the information. Wordcount: 682
16.File: Example Business Case_Mobile Devices.doc – Summary: There are a large number of mobile devices available supporting a number operating systems including Windows Mobile (Microsoft), Symbian (Nokia), Blackberry OS (RIM), Android (Google), iOS (Apple) and WebOS (developed by Palm, now owned byHP). Wordcount: 1977
17.File: PIN01060 Project Methodology.doc – Summary: User Acceptance Testing represents users’ validation and verification of the system in accordance to the Business Processes (i.e. functionality) and Technical Requirements as stated in the Design Document and all mutually agreed upon change requests, the high level User Acceptance Test Plan and the User Scenarios. Wordcount: 4688
18.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
19.File: Service Operation Lifecycle Stage Introduction Presentation.ppt – Summary: To ensure consistency in service transition, as will as ensuring stated requirements are met for the business and management, personnel from IT Operations Management must be involved in service transition as early as possible. Wordcount: 654
20.File: Function – Application Management.docx – Summary: Application Management Function Wordcount: 3
21.File: Event, Access, Request Fulfilment Team.doc – Summary: Validates requests by checking that the request has been approved at the appropriate level of authority and that the user is a legitimate employee, contractor or customer and that they qualify for access Wordcount: 760
22.File: 01 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: 2371
23.File: 08 Catalog Maintenance and Improvement.doc – Summary: Since the catalog also references documentation and information from other sources, changes to those sources should also be controlled through the change management process, and the impact to the service catalog, as a result of those changes, must be assessed. Wordcount: 857
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Application 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 Application Management toolkit:
1. Contains 23 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Application 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. Saves you time and budget
Buy with confidence, the Application Management toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $135.18 Get it now for just $77.05 ! Save $58.13 (43%)

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