The Continual Service Improvement Toolkit


This toolkit provides a wide variety of resources to boost your understanding and ability to implement Continual Service Improvement 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 Continual Service Improvement by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Continual Service Improvement toolkit has a 100% Satisfaction Guarantee & Free Returns.
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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 Continual Service Improvement 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 Continual Service Improvement 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 Continual Service Improvement Toolkit Includes the following 30 resources:
1.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
2.File: 10 Lessons Learned Template.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding Project Management. Wordcount: 1162
3.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
4.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
5.File: 00 Introduction to CSI Toolkit.ppt – Summary: Within this toolkit you, will find lots of useful information that will not only help you to update your knowledge and understanding of the new Continual Service Improvement phase and accompanying processes, but also provide you with relevant bonus materials and practical, usable materials for use within your working environment. Wordcount: 245
6.File: 02 CSI Methods and Techniques.ppt – Summary: Plan – A check during process implementation or improvement activities serves as validation that process project objectives are being met and provide tangible evidence that benefits are being achieved from the investment of time, talent and resources to process initiatives. Wordcount: 3359
7.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
8.File: 04 Continual versus Continuous Improvement.docx – 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: 1206
9.File: 02 Service Management Plan.doc – Summary: It is necessary to identify the service management processes developed to support service delivery, their purposes, and how they relate to each other and the other components (policies, tools, and controls) of the service management system. Wordcount: 2067
10.File: 03 Objectives and Goals.doc – Summary: Once developed a Security Management process can be used to plan for confidentiality, integrity and availability for the business reducing the loss of service that can cause significant harm to the business. Wordcount: 1287
11.File: 04 Policies Objectives Scope.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding policies, objectives and scope of specific service management processes. Wordcount: 809
12.File: 05 Defining Requirements.docx – Summary: Indicate per relevant service/component how and with which period a restore must be performed (in case of more than three relevant services or components it is preferable to record this in an appendix). Wordcount: 2597
13.File: 08 Developing KPIs.doc – 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: 1958
14.File: 09 General Improvement Plan.docx – Summary: A project may be halfway complete, a service may be available for half the desired customers, a process update may be in editing before it is published, an incident may be within 2 hours of its agreed resolution time�these are all examples of progress in meeting requirements. Wordcount: 2388
15.File: 11 Business and IT Service Mapping.doc – Summary: List the important activities and/or events that occur as part of the alternative path for this process, beginning with a note on where the alternative path breaks off from the standard path, and ending with a note on where the alternative path rejoins the standard path, if it does. Wordcount: 2433
16.File: 12 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
17.File: 13 Business Justification Template.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding IT Service Monitoring and Control. Wordcount: 1851
18.File: 16 Communication Plan.docx – 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: 1542
19.File: 02 Service Report Description Template.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding Service Reports. Wordcount: 1034
20.File: 04 Principles of Variation Analysis.docx – Summary: The two highest peaks on the chart correspond to the special cases found in the data chart; but there are a few plot points with rather high variances, such as day 8, 23, and 24. Wordcount: 2261
21.File: 05 Principles of Root Cause Analysis.docx – Summary: This effort may result in a significant improvement to the environment; but the focus of root cause analysis in continual improvement is to understand the factors influencing a process or service and the level of that influence when changed. Wordcount: 1025
22.File: 06 Internal Audits.docx – Summary: Internal audits and management reviews are different methods with the same purpose: to allow the service provider to demonstrate the capabilities of the service management system and delivered services to effectively achieve service management objectives, service requirements, and ISO/IEC 20000 requirements. Wordcount: 2483
23.File: 07 Management Reviews.docx – Summary: For instance, a small organization may be able to conduct a single management review covering the entire scope of the service management system; a sizable service provider with multiple customers may benefit for a management review of each customer and whether the SMS effectively supports them individually, while an extremely large service provider may benefit from smaller reviews from delegates of top management with a summary review of those results from top management. Wordcount: 1879
24.File: 01 Project Brief.doc – Summary: Provide a summary of any cost estimates, the extent to which labor (internal/external), capital and general expenses will be required and any other research performed to indicate possible costs. Wordcount: 1589
25.File: 02 Project Initiation.doc – Summary: This section summarizes any constraints that affect the scope of your project or how you carry out the project, e.g. project staffs are only available during summer vacation, new system must interface with another system, requirements of external bodies affect the extent to which you can alter a process etc. Wordcount: 2406
26.File: 04 Request For Change (RFC) Template.docx – Summary: For the purpose of this document, an RFC will be defined as a ticket to record information regarding any request that results in changes to the IT Infrastructure. Wordcount: 2783
27.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
28.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
29.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
30.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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Continual Service Improvement.
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 Continual Service Improvement toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Continual Service Improvement
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 Continual Service Improvement 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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