The Second-line Support Toolkit

The Second-line Support ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Second-line Support in your organization with 6 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Second-line Support by offering easy to use templates, blueprints, and documents that can be adapted to your organization’s requirements.
Buy with confidence, the Second-line Support toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $34.07 Get it now for just $20.1 ! Save $13.97 (41%)
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 Second-line Support 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 Second-line Support 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 Second-line Support Toolkit Includes the following 6 resources:
1.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
2.File: Service Desk- Metrics.doc – Summary: By calculating the percentage of call duration time on the desk overall and working out a cost per minute (total costs for the period divided by total call duration minutes) this can be used to calculate the cost for individual calls and give a more accurate figure. Wordcount: 658
3.File: Incident Management – Roles and Responsibilities.doc – Summary: Where a second-line group is used, there are often advantages of locating this group close to the Service Desk to aid with communications and to ease movement of staff between the groups, which may be helpful for training/awareness and during busy periods of staff shortages. Wordcount: 559
4.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
5.File: Help Desk-Metrics.doc – Summary: For example, the total number of calls received by the Help 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 Help Desk�for example, a particularly busy period for the organization or the release of a new version of a major corporate system. Wordcount: 655
6.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 Second-line Support.
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 Second-line Support toolkit:
1. Contains 6 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Second-line Support
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 Second-line Support toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $34.07 Get it now for just $20.1 ! Save $13.97 (41%)
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