The Fulfilment Toolkit

The Fulfilment ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to implement Fulfilment in your organization with 17 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Fulfilment 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 Fulfilment 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 Fulfilment 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 Fulfilment Toolkit Includes the following 17 resources:
1.File: Starter Kit Document.doc – Summary: Firstly let us start with a common understanding of the term business process as used in this document – �a sequence of linked activities that recognises a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action�. Wordcount: 17544
2.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
3.File: Description of Asset Types.doc – Summary: There is a great diversity in Process assets, which are specialized to various degrees from generic management processes to sophisticated low-level algorithms embedded in software applications and other forms of automation. Wordcount: 1327
4.File: itscm v5.0.pdf – Summary: The goal for ITSCM is to support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required, and agreed, business timescales. Wordcount: 1407
5.File: Types of Service Assets.doc – Summary: There is a great diversity in process assets, which are specialized to various degrees from very generic management processes to sophisticated low-level algorithms embedded in software applications and other forms of automation. Wordcount: 1335
6.File: German case study.pdf – Summary: This cannot be in the interest of the customer and the customer requests an end-to-end service, because the customer requires a certain performance for the complete service chain, and is not interested in managing different services with different units. Wordcount: 3992
7.File: 01 Business Justification document.doc – Summary: When an architecture is created, it must consider all aspects of its construction and impact to the enterprise, resulting in a documented specification of what the architecture is, what it does, its components (building blocks), and how the architecture can be used to fulfill enterprise objectives. Wordcount: 1271
8.File: 01 Help Desk-Objectives and Goals.doc – Summary: While the majority of the shared knowledge will come through Problem Management, every process of the Service Lifecycle considers what knowledge is required by the Help Desk to support the end user as part of its development and improvement. Wordcount: 798
9.File: 04 Implementation Plan & Project Plan.doc – Summary: Ultimately, we do want the new Help Desk 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 the Help Desk will disappear (not a realistic expectation). Wordcount: 2170
10.File: Target Setting and KPIs.doc – Summary: Target setting is a key management process, which should be undertaken by all those responsible for delivering service improvements and not viewed as a statistical or administrative process carried out by a few in isolation of service planning. Wordcount: 724
11.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
12.File: Service_Transition_Capability_Assessment_Questionnaire.docx – Summary: To achieve higher levels of capability and maturity, the processes of Change and Release & Deployment will need to be interfaced with Service Validation and Testing, which in turn will ensure the appropriate levels of testing are performed for the build, test and deployment activities of the releases required. Wordcount: 7044
13.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
14.File: Operation – Request Fulfilment.docx – Summary: Request Fulfilment Wordcount: 2
15.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
16.File: 03 Service Enablers.doc – Summary: The benefit of mapping at this level is that it enables the service provider to clearly understand how changes in specific enablers will impact the individual objectives of the service and, thus, the business process, allowing them to ensure the enablers are aligned appropriately. Wordcount: 1838
17.File: 07 Publishing a Service Catalog.doc – Summary: The documents, The Evolving Service Catalog and Viewpoints in Creating a Service Catalog (found in the bonus documents folder of the Toolkit), provide links to a number of web-based service catalogs, which the customer is welcome to survey for ideas. Wordcount: 1271
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Fulfilment.
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 Fulfilment toolkit:
1. Contains 17 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Fulfilment
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 Fulfilment toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $105.46 Get it now for just $56.95 ! Save $48.51 (46%)
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