The Service Portfolio Toolkit

The Service Portfolio ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Service Portfolio 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 Service Portfolio 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 Portfolio 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 Portfolio 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 Portfolio Toolkit Includes the following 30 resources:
1.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
2.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
3.File: 09 Tool Requirements Template and Planner.doc – Summary: To successfully implement 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: 2744
4.File: 02 Business Plan.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: 1212
5.File: Service Design Fact Sheet.doc – Summary: The Objective for ITSCM is to support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities (including computer systems, networks, applications, telecommunications, technical support and Service Desk) can be recovered within required, and agreed, business timescales. Wordcount: 4113
6.File: Service Operation Functions Fact Sheet.doc – Summary: As the custodian of technical knowledge and expertise related to managing the IT Infrastructure, the Technical Management function provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Wordcount: 1627
7.File: Service Strategy Fact Sheet.doc – Summary: An example may be a service whose fulfillment elements include a mainframe system and Frame Relay network that still supports business critical processes where the strategic direction of the organization is to retire the mainframe platform and source an MPLS (multi protocol label switching) WAN. Wordcount: 2059
8.File: Measurement of Service Design.doc – Summary: Six Sigma is a methodology developed by Bill Smith at Motorola Inc. and was originally designed to manage process variations that cause defects, defined as unacceptable deviation from the mean or target, and to systematically work towards managing variation to eliminate those defects. Wordcount: 529
9.File: Service Acceptance Criteria.doc – Summary: Have all support arrangements been reviewed and revised � SLAs, SLRs, OLAs and contracts agreed, with documentation accepted by all teams (including suppliers, support teams, Supplier Management, development teams and application support)? Wordcount: 600
10.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
11.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
12.File: Example Outsourcing – Service Levels.doc – Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics. Wordcount: 12433
13.File: Example Service Catalogue.doc – Summary: The Technical Service Catalogue is extremely beneficial when constructing the relationship between services, SLAs, OLAs and other underpinning agreements and components, as it will identify the technology required to support a service and the support group(s) that support the components. Wordcount: 160
14.File: Roles and Responsibilities of Service Catalogue Management (SCM).doc – Summary: Ensuring that all changes are assessed for their impact on service levels, including SLA’s, OLA’s and underpinning contracts, including attendance at Change Advisory Board meetings � if appropriate Wordcount: 375
15.File: Service Design – The Big Picture.txt – Summary: In order to develop effective and efficient service solutions that meet the requirements of the business and the needs of IT, it is essential that all the inputs and needs of all other areas and processes are reconsidered within each of the Service Design activities, as illustrated in Figure 2. Wordcount: 277
16.File: The Key Links, Inputs and Outputs of Service Design.doc – Summary: It is the single integrated source of information on the status of each service, together with other service details and the interfaces and dependencies between services. Wordcount: 103
17.File: Availability Management Presentation.ppt – Summary: Details of proactive availability techniques and measures that will be deployed to provide additional resilience to prevent/minimize the impact of component failures on the IT service availability. Wordcount: 1240
18.File: Organizing for Service Design – Roles & Responsibilities.doc – Summary: The RACI chart shown below in Table 1 shows the structure and power of RACI modelling with the activities down the left-hand side including the actions that need to be taken and decisions that must be made. Wordcount: 1155
19.File: Financial Management Powerpoint.ppt – Summary: Service Valuation is used to help the business and the IT Service Provider agree on the value of the IT Service. Wordcount: 1510
20.File: Business Justification Document.doc – Summary: The process of establishing and monitoring performance levels means that when It and business people discuss IT related issues they are in fact talking about the same thing (and not � as often happens � talking at odds with each other). Wordcount: 931
21.File: Communication Plan.doc – Summary: The document is not to be considered an extensive statement as its topics have to be generic enough to suit any reader for any organization. Wordcount: 179
22.File: 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 the process will disappear (not a realistic expectation). Wordcount: 1814
23.File: Objectives and Goals.doc – Summary: Where an underlying difficulty has been identified that has lead to a degradation in service quality it is necessary for the Service Portfolio Management process to start a Service Improvement Plan (SIP). Wordcount: 777
24.File: Reports KPI’s Other Metrics.doc – Summary: This document serves as a GUIDE ON SUITABLE KEY PERFORMANCE INDICATORS (KPIs) and REPORTS FOR MANAGEMENT for the Service Portfolio Management process. Wordcount: 675
25.File: Roles and Responsibilities of Product Manager.doc – Summary: When solutions are not found in the Catalogue or Pipeline, Product Managers and BRMs work together on making a business case for new service development (NSD). Wordcount: 602
26.File: Use of the Service Portfolio.txt – Summary: Phasing out of services is part of Service Transition to ensure that all commitments made to customers are duly fulfilled and service assets are released from contracts. Wordcount: 1144
27.File: Service Strategy Introduction Presentation.ppt – Summary: Design, develop and implement service management as a strategic asset and assisting growth of the organization Wordcount: 415
28.File: Service Portfolio Management Presentation.ppt – Summary: By organizing an efficient portfolio with optimal levels of ROI and risk, the organization maximizes the value realization on its resources and capabilities. Wordcount: 693
29.File: Toolkit Introduction Presentation – Service Portfolio Management.ppt – Summary: Aid your understanding of the important issues to be addressed when making Service Portfolio Management decisions, as well as the factors to be considered in successfully implementing Service Portfolio Management process. Wordcount: 158
30.File: Presentation 5 – Business Relationship Management.ppt – Summary: of LOS and SLP to fulfill the needs of the Customer Portfolio. Wordcount: 666
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Service Portfolio.
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 Portfolio toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Service Portfolio
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 Portfolio toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $173.68 Get it now for just $99.0 ! Save $74.68 (43%)
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