The Maturity Toolkit

The Maturity ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Maturity 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 Maturity 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 Maturity 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 Maturity 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 or management.
The Complete Maturity Toolkit Includes the following 30 resources:
1.File: 02 Data Warehouse Development Process.doc – Summary: One simple way of identifying what data objects are of most concern in your organization is to identify the subject of any existing or potential lists in the organization, such as a client list, a supplier list, an employee list, etc. Wordcount: 4712
2.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
3.File: 10 Service Agreements.doc – Summary: Dealing with individual services has the greatest level for flexibility in managing service levels, but creating individual agreements for each service provision has the potential to create conflicting obligations with customers who have multiple services, or a service which is provided to multiple customers. Wordcount: 2309
4.File: Building a Business Case.doc – Summary: For example, benefits like �improved customer satisfaction’ or �enhanced market image’ or �better employee morale’ also have value, but are harder to quantify than tangible benefits such as X% less incidents, so may be omitted as being somehow not quite �real’. Wordcount: 3630
5.File: 11 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
6.File: 12 Service Review Template.doc – Summary: For instance, a service which is subject to a higher rate of change, exposed to a high number of risks, is newly implemented or changed may be considered unstable, or has had an historical record of not meeting service targets and should be reviewed more often. Wordcount: 1848
7.File: 07 IT Risk assessment scoresheet.doc – Summary: Low: e.g. system/application processes data that comprises less than 20% of the Bank’s assets, liabilities, income and/or expense. Wordcount: 651
8.File: 04 Reports and KPI Targets.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding measurements and reports This document should be considered a template and will be used to support other documentation within the toolkit. Wordcount: 2166
9.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
10.File: 02 Service Desk-Metrics.doc – Summary: For example, the total number of calls received by the Service Desk is not in itself an indication of either good or bad performance and may, in fact, be caused by events completely outside the control of the Service Desk�for example, a particularly busy period for the organization or the release of a new version of a major corporate system. Wordcount: 1198
11.File: 01 Overview of Continual Improvement.ppt – Summary: Identify and implement individual activities to improve IT service quality and improve the efficiency and effectiveness of enabling ITSM processes. Wordcount: 937
12.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
13.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
14.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
15.File: 06 Reports and KPI Targets.doc – Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding measurements and reports This document should be considered a template and will be used to support other documentation within the toolkit. Wordcount: 1931
16.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
17.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
18.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
19.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
20.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 recognizes a need (external or internal to the company), takes the necessary steps to deliver a solution, and instigates appropriate complementary action�. Wordcount: 17548
21.File: STA15500 ITSM Tool Requirements.doc – Summary: The information detailed in this document will be used to form part of the 1-Day workshop being delivered to Tourism Queensland.by MBF <>as an input into their final ITSM Tools Requirement document. Wordcount: 14194
22.File: Project Draft.doc – Summary: The purpose of this project is to implement IT Service Management processes and a supporting software tool to help enable IT&T align IT Services to the needs of the business in such a way that Ingeus can continue to meet the Key Priorities and Critical Success Factors as outlined in the Strategic Plan for 2004 � 2007. Wordcount: 2900
23.File: 01-45.doc – Summary: It translates the "need" in the Mission Need Statement into initial top_level requirements addressing such concerns as performance, supportability, physical and functional integration, human integration, security, test and evaluation, implementation and transition, quality assurance, configuration management, and in-service management. Wordcount: 1213
24.File: Critical_Incident_Services.doc – Summary: The System Support plan also describes the impact of system failure (on users & business), the system topology (high level view of the various components), the support matrix (support arrangements for individual components as well as critical 3rd Party Application and Vendor information) and system dependencies (other systems that must be available for effective operation Wordcount: 1450
25.File: RC MS Summary Template FY03.doc – Summary: Include information gathered from the activities indicated in the �FY 03 Management System Assessment Planning Integration Template� completed in December 2002, Subject Areas to be written, revised or implemented, Legacy Documents to be retired, assessments to be conducted, Department/Division Procedures to be written or revised, etc. Wordcount: 1010
26.File: SBMS-MSAP-FY04.doc – Summary: Requirements Management: Complete SAM Action Plan item for making explicit link from requirements to SBMS or other organizational documents; also, review and update training program as described in second bullet above. Wordcount: 469
27.File: AVLMGT_TOC.doc – Summary: ITIL and in particular the Availability Management process is becoming an increasingly important component to help ensure that the returns made on IT infrastructure and indirectly to deliver higher customer satisfaction. Wordcount: 365
28.File: CAPMGT_TOC.doc – Summary: ITIL and in particular the Capacity Management process is becoming an increasingly important component to help maximize the returns made on IT infrastructure and indirectly to deliver higher customer satisfaction. Wordcount: 340
29.File: CHGMGT_TOC.doc – Summary: One of the certainties for modern business is that the rate of change (required to keep pace with changing market conditions and changing competitive strategies and threats) will continue to increase. Wordcount: 414
30.File: CONMGT_TOC.doc – Summary: This template is a business case document that will help you structure a successful document that can be presented to senior management and board members justifying the need for Configuration Management in your organization. Wordcount: 880
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Maturity.
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 Maturity toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Maturity
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 Maturity toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $167.8 Get it now for just $99.0 ! Save $68.8 (41%)
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