TOOLKITS
TOOLKITS
Page 36 of 49
Page 37 of 49
•
Service Design Package Template.doc
•
Bonus Document:
•
Cost Model Template.xls
Recruitment, Training & Development Folder
•
Document Roadmap - Recruitment, Training and Devel-
opment.doc
•
Documenting Roles.doc
•
Service Desk Skills.doc
•
Telephone Skills Standards - Service Desk.doc
•
Customer Service Standards - Service Desk.doc
•
Internal Job Application for Job.doc
•
Job Candidate Evaluation.doc
•
Organizational Behavior Survey.doc
•
Managing Change Effectively.doc
•
Organizational Change.doc
•
Service Changes.doc
•
Performance Management Process Checklist.doc
•
Performance Improvement Plan.doc
•
360 Degree Feedback.doc
•
Topgrading.doc
•
Reward Systems.doc
•
Bonus Document:
•
Develop your leadership skills.doc
Infrastructure & Configuration Management Folder
•
Document Roadmap - Infrastructure and Configuration
Management.doc
•
AS-BUILT Template.doc
•
Availability Requirements.doc
•
Availability Plan.doc
•
Business Continuity Strategy.doc
•
Reciprocal Arrangements.doc
•
Emergency Response Plan.doc
•
Salvage Plan Template.doc
•
Capacity Plan.doc
•
Incident Log.doc
•
Incident Management Policy.doc
•
Service Outage Analysis.doc
•
Component Failure Impact Analysis Worksheet.doc
•
Configuration Policies.doc
•
Known Error Template.doc
•
Risk Management Folder
•
Document Roadmap - Risk Management.doc
•
Risk Management Policy.doc
•
Risk Management Framework.doc
•
IT Risk Assessment Planning.doc
•
Business Impact Assessment.doc
•
Risk Assessment and Control Form.doc
•
Risk Assessment Questionnaire.doc
•
IT Risk Assessment Score Sheet.doc
•
Generic Project Risk Assessment.doc
•
Checklist on assignment of risk ownership.doc
•
Conducting a Risk Management Review.doc
•
Risk Register.xls
•
Risk Assessment Template.doc
•
Bonus Documents:
•
Management of Risk Framework M_O_R.doc
•
Risk Management - Prince2.ppt
•
Risk Management - Project Management.ppt
Information Security and Privacy Folder
•
Document Roadmap - Information Security and Privacy.
doc
•
Information Security Policy.doc
•
Service Organization Policy.doc
•
Information Classification Policy.doc
•
Access Control Policy.doc
•
Operational Security Policy.doc
•
Commercial Software Policy.doc
•
Securing Equipment Policy.doc
•
Cyber Crime Policy.doc
•
E-Commerce Policy.doc
•
Application Development Policy.doc
•
Facilities Policy.doc
•
Personnel Policy.doc
•
Security Incident Policy.doc
•
Security Service Requirement.doc
•
Security Audit Template.doc
•
Security Incident Template.doc
•
Security Management Review Doc.xls
•
Bonus Documents:
•
Building an Effective Information Security Policy.doc
•
CRAMM.doc
•
IM Viruses and Security.doc
Change and Release Management Folder
•
Document Roadmap - Change and Release Manage-
ment.doc
•
Change Policy.doc
•
Release Policy.doc
•
Service Testing Policy.doc
•
Release Packages.doc
•
Request for Change Template.doc
•
Change Review Doc.xls
•
Category Definition.doc
•
CAB Meeting Minutes.doc
•
Change Schedule Template.doc
•
Bonus Document:
•
Request for Change Workflow.doc
•
Project Initiation & Management Folder
•
Document Roadmap - Project Initiation & Management.
doc
•
Service Transition Policy.doc
•
Business Plan.doc
•
Project Brief.doc
•
Project Initiation.doc
•
Project Scope.doc
•
Business Requirements and Feasibility Study.doc
•
Budgeting Guidelines.doc
•
Charging Policies.doc
•
Charging Template.xls
•
Lessons Learned Template.doc
Communication & Internet Folder
•
Document Roadmap - Communication and Internet.doc
•
Communication Plan.doc
•
Email & Internet Usage Policy.doc
•
EXAMPLE - AITP Model Electronic Mail (E-mail) Policy.doc
•
EXAMPLE - Electronic-Mail and Voice-Mail Use Guide-
lines.doc
•
EXAMPLE - Notre Dame Australia Policy - Email and Inter-
net Usage.doc
•
Workplace e-mail and Internet use - employees and
employers beware.doc
•
Finance & Administration Agency Guide to Best Practice -
Email & Internet Usage.doc
•
Instant Messaging Use Policy.doc
•
EXAMPLE Instant Messaging Policy.doc
•
Bonus Documents:
•
Thirty-two Instant Messaging Rules - Best practices to
keep you in business and out of court.doc
•
Web 2.0 in KM.doc
•
Data Retention, Storage, & Archiving Folder
•
Document Roadmap - Data Retention, Storage, and
Archiving.doc
•
Data Retention Policy.doc
•
Knowledge Management Policy.doc
•
Bonus Docments:
•
Example - University of Massachusetts - Records Manage-
ment Data Retention Standards.pdf
•
Example - Adams State College Data Handling and Stor-
age Policy.pdf
Personnel Management Folder
•
Document Roadmap - Personnel Management.doc
•
Expense Policy (UK FORMAT).doc
•
Example Expenses Policy - Staffordshire University.pdf
•
Employee Reimbursement form.xls
•
Reimbursement Audit Program.doc
•
Building the Right Team.ppt
•
Persuasion Self-Assessment.doc
•
Continuous Improvement Folder
•
Document Roadmap - Continuous Improvement.doc
•
Objectives and Goals.doc
•
Policies objectives scope.doc
•
Developing KPIs.doc
•
Reports and KPI Targets.doc
•
Improvement Management Tool.xls
•
Bonus Document:
•
Values, Vision and Mission Statements.doc
