The Support Group Toolkit

The Support Group ToolkitThis toolkit provides a wide variety of resources to boost your understanding and ability to manage Support Group 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 Support Group 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 Support Group 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 Support Group 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 Support Group Toolkit Includes the following 30 resources:
1.File: 02 Service Desk Skills.doc – Summary: For instance, a Service Desk Analyst on a Skilled or Expert Service Desk (Level 3 Apply) may also be applying the skill sets on the same responsibility level for IT operations, problem management, configuration management, and service level management in varying degrees. Wordcount: 2418
2.File: 09 Organizational Change.doc – Summary: To ensure that motivation is retained, changes are accepted and the program stays on track to reach the desired long-term goals, those responsible for the change should plan for and target a range of goals, including short-term, medium-term and long-term wins. Wordcount: 2199
3.File: 04 Security Incident Template.doc – Summary: For the purpose of this document, a Security Incident Ticket will be defined as a ticket to record information regarding any security issues. Wordcount: 1771
4.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
5.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
6.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
7.File: 02 CSI Methods and Techniques.ppt – Summary: Plan – A check during process implementation or improvement activities serves as validation that process project objectives are being met and provide tangible evidence that benefits are being achieved from the investment of time, talent and resources to process initiatives. Wordcount: 3359
8.File: service v4.doc – Summary: Without this single point of contact an organisation would face major losses in time spent on looking for ways to fix issues and get help. Wordcount: 508
9.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
10.File: INC8700 Incident Category Definition Document.doc – Summary: Request for the modification of an environment, product or service such as PC, Laptop, Mainframe, Network service or environment etc, only in respect to the removal or deletion of hardware or software. Wordcount: 2340
11.File: INC8800 Incident Ticket Template.doc – Summary: For the purpose of this document, an Incident Ticket will be defined as a ticket to record information regarding an Incident or Service Request. Wordcount: 1921
12.File: INC9000 Reports KPI’s other metrics.doc – Summary: Percentage of incidents resolved at first line support that have been agreed to be resolved via an SLA. Wordcount: 966
13.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
14.File: Incident Management 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 Incident Management process. Wordcount: 950
15.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
16.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
17.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
18.File: Service Transition Fact Sheet.doc – Summary: The Objective of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization. Wordcount: 3326
19.File: config v4.doc – Summary: Status reports should be produced on a regular basis, listing, for all CIs under control, their current version and Change history. Wordcount: 682
20.File: config v5.0.pdf – Summary: A value is the quantifiable part of an attribute relationships made between C.I.s in the CMDB CI changes authorised, documented and traceable Acounting and control of physical assets but not relationships configuration of a product or system established at a specific point in time Wordcount: 1443
21.File: incident v4.doc – Summary: To restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Wordcount: 571
22.File: incident v5.0.pdf – Summary: To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Wordcount: 1202
23.File: service v5.0.pdf – Summary: The Service Desk is a single point of contact (SPOC) for end-users who need help. Wordcount: 655
24.File: Known Error Ticket Template.doc – Summary: For the purpose of this document, a Known Error Ticket will be defined as a ticket to record information regarding an Error in the IT Infrastructure. Wordcount: 2096
25.File: Problem & Known Error Category Definition.doc – Summary: For Known Error tickets, it will be most likely that a Change Request has been raised to remove the known error; therefore this value may not be applicable in most cases and can therefore be ignored. Wordcount: 1336
26.File: Problem Ticket Template.doc – Summary: Linked Record: Means that the field provides a button to allow the user to click on, which will take them to a list of records in the database, at which point they may choose a value to populate the field. Wordcount: 1804
27.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
28.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
29.File: Terms and Definitions and acronyms.doc – Summary: Meeting the requirements in ISO/IEC 20000 (or another national or international standard), as assessed by an internal audit or an organization that is not an accredited certification body or qualified to carry out ISO/IEC 20000 certification audits. Wordcount: 1098
30.File: Gamification Ideas, Examples and Options_ 145 page paper.docx – Summary: If a user has checked-in to a venue on more days (meaning only one check-in per day qualifies for calculating mayorship) than anyone else in the past 60 days, the check-ins are valid under Foursquare’s time and distance protocols, and they have a profile photo, they will be crowned "Mayor" of that venue, until someone else earns the title by checking in more times than the previous mayor. Wordcount: 56615
This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Support Group.
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 Support Group toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Support Group
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 Support Group toolkit has a 100% Satisfaction Guarantee & Free Returns.
List Price $180.0 Get it now for just $99.0 ! Save $81.0 (45%)
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