The Request Model Toolkit

The Request Model ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Request Model in your organization with 13 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Request Model 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 Request Model 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 Request Model 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 Request Model Toolkit Includes the following 13 resources:
1.File: 10 Service Changes.doc – Summary: As part of the training package for the Service Desk, the transition team should include relevant information regarding testing and acceptance of the release, specifically related to any incidents, problems, and known errors which the end-user may experience. Wordcount: 1488
2.File: 01 Service Desk Technology.doc – Summary: Do you want the management tool to have the option to define and register a basic configuration and to save this separately (e.g. registration of the structure of (a part of) the IT infrastructure in a stable situation, so this can be consulted)? Wordcount: 4027
3.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
4.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
5.File: 05 Service Desk-Service Changes.doc – Summary: As part of the training package for the Service Desk, the transition team should include relevant information regarding testing and acceptance of the release, specifically related to any incidents, problems, and known errors which the end user may experience. Wordcount: 755
6.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
7.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
8.File: 01 Help Desk Technology.doc – Summary: Do you want the management tool to have the option to define and register a basic configuration and to save this separately (e.g., registration of the structure of (a part of) the IT infrastructure in a stable situation, so this can be consulted)? Wordcount: 4027
9.File: 02 Help 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 Help 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 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: 05 Help Desk-Service Changes.doc – Summary: As part of the training package for the Help Desk, the transition team should include relevant information regarding testing and acceptance of the release, specifically related to any incidents, problems, and known errors which the end user may experience. Wordcount: 754
12.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
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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Request Model.
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 Request Model toolkit:
1. Contains 13 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Request Model
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 Request Model toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $75.09 Get it now for just $43.55 ! Save $31.54 (42%)
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