TOOLKITS
TOOLKITS
Page 38 of 49
Page 39 of 49
Service Desk Process Kit - Second Edition
Improve Your First Line of Contact!
Facilitate the Fulfillment of Service Requests
Today!
An effective Service Desk provides a satisfying and
pleasant experience to the end user. An effective Ser-
vice Desk will:
1.
Provide a single point of contact for end users.
2.
Facilitate the restoration of normal operational services
with minimal business impact to end users.
3.
Facilitate the fulfillment of service requests.
4.
Enable the achievement of all agreed service levels for
provided services.
This Toolkit provides you with the resources you need
to gain a better understanding of how to achieve the
four high-level goals of a Service Desk.
Toolkit Includes:
•
Toolkit Roadmap- Service Desk.doc
•
Toolkit Introduction Presentation-Service Desk.ppt
•
Service Desk Introduction Presentation.ppt
•
Service Desk-Introduction.doc
•
Distinctions between Service Desk and Help Desk.doc
Service Desk Assessment and Templates
•
Service Desk Technology.doc
•
Service Desk-Objectives and Goals.doc
•
Service Desk-Policies Objectives & Scope.doc
•
Service Desk-Review Document.xls
•
Service Desk-Roles and Responsibilities
Service Desk Processes and Metrics
•
Service Desk-Knowledge Management.doc
•
Service Desk-Metrics.doc
•
Service Desk-Process.doc
•
Service Desk-Ticket.doc
Service Desk and the Business
•
Service Desk-Business and IT Flyers.doc
•
Service Desk-Business Justification document.doc
Implementing a Service Desk
•
Example Service Desk Project Plan.xls
•
Service Desk-Example Job Advertisement.doc
•
Service Desk-Example Job Description.doc
•
Service Desk-Implementation Plan & Project Plan.doc
•
Service Desk-Interview Questions.doc
•
Service Desk-Outsourcing Template.doc
Service Desk Standards and Skills
•
Service Desk Communication Plan.doc
•
Service Desk-Customer Service Standards.doc
•
Service Desk-Organizational Change.doc
•
Service Desk-Service Changes.doc
•
Service Desk-Skills.doc
•
Service Desk-Telephone Skills Standards.doc
Service Desk Operations
•
Service Desk-Underpinning Contracts Template Example.doc
•
Service Desk-Tool Requirements Template and Planner.doc
•
Service Desk-Service-Based SLA Template Example.doc
•
Service Desk-Service Report Description Template.doc
•
Service Desk-Service Options Template.doc
•
Service Desk-Service Management Process Definitions and
Interfaces.doc
•
Service Desk-Service Level Requirements Template.doc
•
Service Desk-Service Definition.doc
•
Service Desk-Service Agreements.doc
•
Service Desk-Security Incident Template.doc
•
Service Desk-Risk Management Framework.doc
•
Service Desk-Reports and KPI Targets.doc
•
Service Desk-Operational Level Agreement Template Example.
doc
•
Service Desk-Metrics and Reports.doc
•
Service Desk-Known Error Template.doc
•
Service Desk-Information Security Policy.doc
•
Service Desk-Incident Management Policy.doc
•
Service Desk-Incident Log.doc
•
Service Desk-Documenting Roles.doc
•
Service Desk-Developing KPIs.doc
•
Service Desk-Customer-Based SLA Template Example.doc
•
Service Desk-Corporate-based SLA Template Example.doc
•
Service Desk-Configuration Policies.doc
•
Service Desk-Change Policy.doc
•
Service Desk-Business and IT Service Mapping.doc
•
Service Desk-Building the Right Team.ppt
Change Management Toolkit - Second Edition
Improve Business Structure & Quality!
Control the Lifecycle of all Changes!
Reliability and business continuity are essential for the
success and survival of any organization. Service and
infrastructure changes can have a negative impact on
the business through service disruption, but Change
Management enables the service provider to add value
to the business by:
•
Prioritizing and responding to change proposals
•
Implementing changes that meet the customers’ agreed
service requirements, while optimizing costs.
•
Contributing to meet governance, legal, contractual, and
regulatory requirements.
•
Reducing failed changes and therefore service disrup-
tion, defects, and re-work.
•
Delivering change promptly to meet business timescales.
•
Tracking changes through the service lifecycle.
Respond to your customers’ changing business require-
ments while maximizing value and reducing disruption
today with this on-trend Toolkit! IT Service Managers
looking to improve the response to business and IT re-
quests for change that will align services with business
needs and goals should look no further!
Toolkit Includes:
•
Toolkit Roadmap- Change Management.doc
Step 1
•
Change Management Toolkit Introduction Presentation.
ppt
•
Introduction to Change Management.ppt
Step 2
•
Change Management-Process Assessment.xls
•
Change Management-Business and IT Service Mapping.
doc
•
Change Management-Objectives and Goals.doc
•
Change Management-Policies Objectives Scope.doc
•
Change Management-Developing KPIs.doc
•
Change Management-Reports and KPI Targets.doc
•
Change Management-Tool Requirements.doc
•
General Change Procedure.doc
•
Request for Change Workflow.doc
•
Change Policy.doc
•
Change Management-Roles and Interfaces.doc
•
Change Management-Service Testing Policy.doc
•
Contents of Change Documentation.doc
•
Request For Change (RFC) Template.doc
•
Change Management-Business Justification Template.
doc
•
Change Management-Category Definition.doc
•
Types of Change Request.doc
•
Change Management-Risk Assessment and Control
Form.doc
•
Change Authority.doc
•
Change Management-CAB Meeting minutes.doc
•
Change Schedule template.doc
•
Change Management-Communication Plan.doc
•
Change Management-Implementation Plan_Project Plan.
doc
•
Change Management Business and IT Flyers.doc
•
Change Management E-Mail Text.doc
Bonus Documents
•
COBIT Easy Explanation Fact Sheet.doc
•
Microsoft Operations Framework Presentation.ppt
•
MOF Easy Explanation Fact Sheet.doc
•
Six Sigma Fact Sheet.doc
