The Service Owner Toolkit

The Service Owner ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Service Owner in your organization with 26 ready-to-use resources.
This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Service Owner 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 Service Owner 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 Service Owner 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 Service Owner Toolkit Includes the following 26 resources:
1.File: Service-Based SLA.doc – Summary: The service based SLA is usually preferred by IT as it allows a single document to cover a single service for all end users of that service. Wordcount: 1108
2.File: 03 Business and IT Service Mapping.doc – Summary: List the important activities and/or events that occur as part of the alternative path for this process, beginning with a note on where the alternative path breaks off from the standard path, and ending with a note on where the alternative path rejoins the standard path, if it does. Wordcount: 2460
3.File: 06 Service Management Portfolios.doc – Summary: The business effectiveness of a service provider is largely dependent on the organization’s ability to obtain and managing information on a variety of subjects which can be used in marketing services, identify new service requirements, and improvements to services. Wordcount: 2042
4.File: 08 Service Definition.doc – Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets; or they have greater competency in supporting all customer assets through a reporting service. Wordcount: 2654
5.File: 07 Salvage Plan Template.doc – Summary: As a customer, you can use the document AS IS, or modify the document to align with the goals, objectives, and guiding principles of your organization. Wordcount: 938
6.File: 01B Information Classification Policy.doc – 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: 2177
7.File: 03 Security Audit Template.doc – Summary: Your use of this system constitutes your further agreement that you will not use the system in any way that would violate any law, or that would be inconsistent with any Company policy or standard including policies on Ethics, Harassment, Conflict of Interest, and standards for system security. Wordcount: 3211
8.File: 01 Service Desk-Roles and Responsibilities.doc – Summary: The primary Service Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Service Desk objectives. Wordcount: 963
9.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
10.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
11.File: CONMGT3400 Business and IT Service Mapping for CIs.doc – Summary: The purpose of this document is to provide relevant IT departments with an understanding of how the IT Services provided map to the Organizations business processes, to capture all the relevant configuration items that are involved in the delivery of the IT Services. Wordcount: 2513
12.File: Fact Sheet Glossary.doc – Summary: Maintainability: A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure. Wordcount: 409
13.File: CSI Roles and Responsibilities.doc – Summary: CSI Manager, Service Manager, Business Manager, IT Process Owner, Business Process Owner Wordcount: 183
14.File: factsheets in progress.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: 15687
15.File: ITSCM3200 Salvage Plan Template.doc – Summary: Scope for the assessment may be determined by the business, therefore covering only a select few of the IT Services provided by the IT department that are seen as critical to the support of the business processes. Wordcount: 578
16.File: 01 Help Desk-Roles and Responsibilities.doc – Summary: The primary Help Desk Analyst role is that of providing first-level support through taking calls and handling the resulting Incidents or Service Requests using the Incident Management and Request Fulfillment processes in line with the Help Desk objectives. Wordcount: 962
17.File: A Guide to IT Service Strategy.docx.doc – Summary: And can IT in its current state, continue to support the business and these new initiatives or are there considerations to be made with regards to new/updated technology, resource requirements, conformance to governance and regulatory requirements etc. Wordcount: 4394
18.File: Introduction to IT Service Management.pptx – Summary: to close gaps in capabilites by adopting �’good practices’ in wide Wordcount: 115
19.File: Service_Design_Capability_Assessment_Questionnaire.docx – Summary: While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources and third party products that will all need to be managed appropriately for this goal to be achieved. Wordcount: 8816
20.File: CSI_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: 2970
21.File: Service Transition – RACI Example for Managing Change.doc – Summary: Articulate a vision for the business and service change in their domain Wordcount: 178
22.File: 01 Role Examples.ppt – Summary: Ensures “major incidents” are managed appropriately and all interested parties are involved in decision-making related to resolving the incident or minimizing the impact of the incident. Wordcount: 1068
23.File: 01 Roles and Responsibilities Development Process.doc – Summary: Communication of roles and responsibilities should be made whenever a person or group discovers they must participate in or interact with a service management process: at this point, they must identify what role they are fulfilling and determine if they have the access and capabilities to perform as expected by the process. Wordcount: 7020
24.File: 01 Service Definition.doc – Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets, or they have greater competency in supporting all customer assets through a reporting service. Wordcount: 2371
25.File: 02 Business and IT Service Mapping.doc – Summary: With this information, IT Departments will now be able to clearly define how their IT Infrastructure / IT Components (enablers) can be used to meet IT-related objectives and, if aligned properly, enterprise objectives and stakeholder needs relevant to the organization’s business processes. Wordcount: 3922
26.File: SLM_Capability_Assessment_Questionnaire.doc – Summary: By acting as the liaison between the IT Service Provider and the customers, Service Level Management (SLM) is utilized to ensure that the actions required for gathering requirements, developing agreements, and measuring and reporting performance are performed in a consistent manner in line with the needs of the business and customers. Wordcount: 2101
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Service Owner.
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 Service Owner toolkit:
1. Contains 26 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Service Owner
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 Service Owner toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $152.81 Get it now for just $87.1 ! Save $65.71 (43%)
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