The Problem Record Toolkit

The Problem Record ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Problem Record in your organization with 16 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Problem Record 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 Problem Record 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 Problem Record 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 Problem Record Toolkit Includes the following 16 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: 00 Service Desk Introduction Presentation.ppt – Summary: Tools not only support the outsourced Service Desk, but also the customers organization’s processes and business requirements. Wordcount: 385
3.File: 00 Service Desk-Introduction.docx – Summary: Ability to match end user’s concern/request with similar/past concerns/requests � For incident/problems, the tool is commonly called a Known Error Database and will allow the Service Desk analyst to search symptoms to identify pre-defined workarounds and resolutions to address the end users concerns. Wordcount: 2384
4.File: CONMGT4100 CMDB Design document.doc – Summary: Ability to support and hold information on CI’s that have a varying degree of complexity (from entire stand-alone systems (e.g Mainframe) to simple, single hardware items or software applications and all the associated relationships that are possible between them. Wordcount: 1048
5.File: CONMGT3800 Identification Guidelines.doc – Summary: If a Configuration Item is regarded as �slightly different� from a related CI, and if problems that would affect one are likely to flow through to the other (or changes to one should probably be made to the other) then using a �variant� is most likely acceptable. Wordcount: 674
6.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
7.File: ITSM Tool Requirements Document.doc – Summary: The knowledge management database should be able to be updated with work around and solution information that has been captured in the Incident and Problem records. Wordcount: 9177
8.File: Other CMDB Maintenance Considerations.doc – Summary: Example ways in which this automatic recording of changes could be implemented include automatic updating of the CMS when software is moved between libraries (e.g. from �acceptance test’ to �live’, or from �live’ to an �archive’ library), when the service catalogue is changed, and when a release is distributed. Wordcount: 653
9.File: Process Summary – Problem Management.doc – Summary: The procedures for problem management contain a number of the same activities as for the incident management process including recording, classification, updating, escalation, resolution and closure. Wordcount: 389
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: 00 Help Desk-Introduction.doc – Summary: Ability to resolve incidents or fulfill requests � From remote access to systems to password reset tools, the ability of the Help Desk to address the end users’ concerns/requests are often dependent on the Help Desk’s access to useful monitoring and management tools within the service environment. Wordcount: 2384
12.File: ITSM Tool Requirements Template and Planner.doc – Summary: To successfully implement ITSM tools that will provide a benefit within your organization, it is vitally important to have a clear understanding of the purpose of the tool and how you want it to work for you. Wordcount: 8282
13.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
14.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
15.File: Problem Management Roles & Responsibilities.doc – Summary: Smaller organizations may not be able to justify a full-time resource for this role, and it can be combined with other roles in such cases, but it is essential that it not just be left to technical resources to perform. Wordcount: 269
16.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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Problem Record.
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 Problem Record toolkit:
1. Contains 16 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Problem Record
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 Problem Record toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $94.04 Get it now for just $53.6 ! Save $40.44 (43%)
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