The Event Management Toolkit

The Event Management ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to implement Event 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 Event Management 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 Event 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 Event 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 Event Management Toolkit Includes the following 23 resources:
1.File: 02 Service Desk-Process.doc – Summary: For instance, if the Service Desk is required to provide the customer or end user with status on their existing incident/request and the record has been escalated to n-line support, updates from the technician are required. Wordcount: 2933
2.File: Event, Access and Request Fulfillment Intro Presentation.ppt – Summary: Provide a detailed over view of Event Management, Access Management and Request Fulfillment from a ITIL Version 3 perspective . Wordcount: 140
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: Technology Considerations.doc – Summary: Such technology should allow a direct interface into the organization’s Incident Management processes (via entry into the Incident Log), as well as the capability to escalate to support staff, third-party suppliers, engineers etc. via e-mail, SMS messaging etc. Wordcount: 479
5.File: Integrated ITSM Technology.doc – Summary: If, for example, a second-line support group has not resolved an incident within a 60-minute agreed target, the incident must be automatically routed to the appropriate (determined by incident categorization) third-line support group � and any necessary hierarchic escalation should be automatically undertaken (e.g. Wordcount: 299
6.File: Example – KPI’s of the value of Service Management.doc – Summary: Removing errors from the infrastructure and reduction of failed changes, improved understanding of business requirements and IT capability planning. Wordcount: 204
7.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
8.File: Example Outsourcing – Service Levels.doc – Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics. Wordcount: 12433
9.File: Availability Management- Roles & Responsibilities.doc – Summary: Creating, maintaining and regularly reviewing an AMIS and a forward-looking Availability Plan, aimed at improving the overall availability of IT services and infrastructure components, to ensure that existing and future business availability requirements can be met Wordcount: 367
10.File: 02 Help Desk-Process.doc – Summary: The intent of investigation and diagnosis at the Help Desk as a practice is obtaining enough information about the situation to determine the cause of the incident and make a determination if the incident can be resolved at the Help Desk or should be escalated to an n-line support team. Wordcount: 2927
11.File: Service_Design_Capability_Assessment_Questionnaire.docx – Summary: While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources and third party products that will all need to be managed appropriately for this goal to be achieved. Wordcount: 8816
12.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
13.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
14.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
15.File: Implementing Service Design.doc – Summary: How do we keep the momentum going? � a common activity in project management is lessons learned which provides a review of the project to determine any strengths and weaknesses which may be addressed to impact future projects. Wordcount: 1609
16.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
17.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
18.File: Event Management Intro Presentation.ppt – Summary: Provide a detailed over view of the Event Management process from a ITIL Version 3 perspective . Wordcount: 130
19.File: Event Mgmt Business and IT Flyers.doc – Summary: Remember, the important thing is to ensure that the message delivered in the flyer is appropriate to the audience that will be reading it. Wordcount: 158
20.File: Event Mgmt Business Justification document.doc – Summary: With this new business focus managers are much more empowered to justify the costs of running their areas of responsibility, as they can know demonstrate real business returns. Wordcount: 586
21.File: Event Mgmt Communication Plan.doc – Summary: The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Wordcount: 161
22.File: Event Mgmt Implementation Plan & Project Plan.doc – Summary: Ultimately, we do want the new process to become the way things are done around here, so it may even be best not to set specific launch dates, as this will set the expectation that from the given date all issues relating to Event Management will disappear (not a realistic expectation). Wordcount: 1828
23.File: Event Mgmt Mindmaps.doc – Summary: An event can be defined as any detectable or discernable occurrence that has significance for the management of the IT Infrastructure of the delivery of IT service and evaluation of the impact a deviation might cause to the services. Wordcount: 182
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Event 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 Event Management toolkit:
1. Contains 23 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Event 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 Event 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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