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The Service Monitoring and Control Toolkit

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Description

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Protect your business with an effective alert management system and high service availability.

 

Many organizations are looking to bring a greater rigor of control and visibility to the provision of IT services. This toolkit is based on the ITIL® framework, focusing on the aspects relating to the establishment of monitoring and control mechanisms for IT services, and designed to answer ALL of the questions related to processes such as Change Management, Service Level Management, and many more.

This exceptional toolkit is your ultimate resource for monitoring and controlling your IT services.

 

This leading Service Monitoring and Control Toolkit contain presentations, blueprints, and assessments:

These carefully created presentations will give you an insightful plethora of knowledge and understanding of all the terms, activities, and concepts required.

 

 

The supporting documents and assessments provided within this toolkit will help you identify the areas within your organization that require the most activity in terms of change and improvement.

 

 

 Additional information and bonus material containing success secrets to embedding Service Monitoring and Control into any organization are provided and will enable you to vastly increase your success rate.

 


 

A Quick Look Inside:

Within each folder there are documents that can be used in the education, assessment, implementation, and management of the specific process areas.

•   Introduction to IT Service Management Presentation

•   Toolkit Roadmap

The toolkit covers the following processes in-depth:

Service Level Management—the purpose of SLM is to ensure that all operational services and their performance are measured in a professional, consistent manner throughout the IT organization and that the services and reports produced meet the needs of both the business and the customers.

  • ·Business and IT Flyers
  • ·Business and IT Service Mapping
  • ·Business Justification Document
  • ·Communication Plan
  • ·Functional Specification
  • ·Customer-based SLA
  • ·Implementation Plan: Project Plan
  • ·ITIL® SLM Presentation—CSI
  • ·ITIL® SLM Presentation—Service Design
  • ·Multiple-level SLAs
  • ·Objectives and Goals
  • ·Operational Level Agreement
  • ·Organizing for Service Design—Roles and Responsibilities
  • ·Policies, Objectives, and Scope
  • ·Price List
  • ·Reports, KPIs, Other Metrics
  • ·Service-based SLA
  • ·Service Level Requirements
  • ·Service Options
  • ·SLM Process Manager
  • ·SLM Review Document
  • ·SLM Scope
  • ·Technical Specification
  • ·Toolkit Introduction Presentation—SLM
  • ·Toolkit Roadmap—SLM
  • ·Underpinning Contract

 

Change Management—the goal of Change Management is to respond to the customers changing business requirements, while maximizing value and reducing incidents, disruptions, and re-work. The goal is also to respond to the business and IT requests for change that will align the services with the business needs.

  • ·Business Justification Document
  • ·CAB Meeting Minutes
  • ·Category Definition
  • ·Change Management Introduction Presentation
  • ·Change Management ITIL® Presentation
  • ·Change Schedule Template
  • ·CHG7100 CHG Review Document
  • ·Communication Plan
  • ·Example Contents of Change Documentation
  • ·Example Request for Change Workflow
  • ·Implementation Plan: Project Plan
  • ·Policies, Objectives, Scope
  • ·Reports, KPIs, Other Metrics
  • ·Roles and Responsibilities
  • ·Toolkit Roadmap—Change Management
  • ·Types of Change Request

 

Bonus material

  • ·COBIT Factsheet
  • ·Microsoft Operations Framework Presentation
  • ·Six Sigma Factsheet

 

Release and Deployment Management—Release and Deployment aims to build, test, and deliver the capability to provide the services specified by Service Design. This includes the processes, systems, and functions to package, build, test, and deploy a release into production and prepare for Service Operation.

  • ·Business and IT Flyers
  • ·Business Justification Document
  • ·Communication Plan
  • ·Forward Schedule of Releases
  • ·Implementation Plan: Project Plan
  • ·Objectives and Goals
  • ·Policies, Objectives, Scope
  • ·Release and Deployment—Roles and Responsibilities
  • ·Release and Deployment Presentation
  • ·Release Review Document
  • ·Release Management Process Manager
  • ·Reports, KPIs, Other Metrics
  • ·Toolkit Introduction Presentation—Release and Deployment Management
  • ·Toolkit Roadmap—Release and Deployment Management

 

Service Validation and Testing—the purpose of this process is to plan and implement a structured validation and testing process, quality assure a release, its constituent service components, the resultant service and service capability delivered by a release and identify, assess, and address issues, errors, and risks throughout Service Transition.

  • ·Build and Test Environment—Roles and Responsibilities
  • ·Examples of Service Management Manageability Tests
  • ·Examples of Service Test Models
  • ·Planning and Support—Roles and Responsibilities
  • ·Process Documentation Template
  • ·Service Validation and Testing—Roles and Responsibilities
  • ·Service Validation Testing—Presentation 1
  • ·Software Testing—Introduction Presentation 2
  • ·Software Testing Release Lifecycle
  • ·Toolkit Introduction Presentation—Service Validation Testing
  • ·Toolkit Roadmap—Service Validation Testing
  • ·Validation, Verification, and Testing Plan Checklist

 

Bonus Material

  • ·Simple Six Sigma Calculator
  • ·Six Sigma—Short Overview
  • ·Six Sigma Defining Requirements
  • ·Six Sigma Factsheet
  • ·Six Sigma Presentation
  • ·Six Sigma Starter Kit Document

 

Configuration Management—the goal of this process is to support the agreed IT service provision by managing, storing, and providing information about Configuration Items (CIs) and Service Assets throughout their lifecycle. This process manages the service assets and Configuration Items in order to support the other Service Management processes.

  • ·Business and IT Service Mapping for CIs
  • ·Business Justification
  • ·CMDB Mind Maps
  • ·CMDB Design document
  • ·CMDB Roles and Responsibilities
  • ·Communication Plan
  • ·Configuration Management— Presentation
  • ·Example Configuration Management System Diagram
  • ·Example Service Asset and Configuration Plan Contents
  • ·Identification Guidelines
  • ·Implementation Plan: Project Plan
  • ·Objectives and Goals
  • ·Other CMDB Maintenance Considerations
  • ·P2—suggested contents for Configuration Management Plan
  • ·P2—typical contents of CI Record
  • ·Policies, Objectives, Scope
  • ·Reports, KPIs, Other Metrics
  • ·Service Asset and Configuration Management ITIL® Presentation
  • ·Status Accounting Guidelines
  • ·Toolkit Introduction Presentation
  • ·Toolkit Roadmap—CMDB Creation and Maintenance
  • ·Types of Service Assets
  • ·Verification and Audit Plan

 

Event, Access, and Request Fulfillment—these processes are used to monitor, control, and provision access to IT services for the end-user community. They are a vital part of service monitoring and control and play a significant part in affecting customer and user satisfaction for services.

  • ·Access Management ITIL® Presentation
  • ·Business and IT Flyers
  • ·Business Justification Document
  • ·Communication Plan
  • ·Event Management ITIL® Presentation
  • ·Event, Access, and Request Fulfillment Introduction Presentation
  • ·Example Service Desk Project Plan
  • ·Implementation Plan and Project Plan
  • ·Request Fulfillment ITIL®
  • ·Request Fulfillment Mind Map
  • ·Roles and Responsibilities
  • ·Service Desk—Metrics
  • ·Service Desk  Review Document
  • ·Service Desk—Roles and Responsibilities
  • ·Service Desk ITIL®
  • ·Technology Considerations
  • ·The Event Management Process
  • ·The Event Management Process
  • ·Toolkit Roadmap—Event , Access, and Request Fulfillment

 

Knowledge Management—Knowledge Management aims to improve the quality of management decision-making in organizations. It ensures that reliable and secure information and data is made available throughout the service lifecycle. While many organizations have organically developed Knowledge Management practices, a formal approach increases the value it adds to IT Service Management.

  • ·Business Justification Document
  • ·Communication Plan
  • ·Implementation Plan: Project Plan
  • ·ITIL® Knowledge Management Presentation
  • ·Knowledge Management Tools
  • ·Knowledge Review Document
  • ·Policies, Objectives, Scope
  • ·Roles and Responsibilities
  • ·Service Knowledge Management System
  • ·Toolkit Introduction Presentation—Knowledge Management
  • ·Toolkit Roadmap—Knowledge Management

 

Incident Management—the goal of Incident Management is 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.

  • ·Business Justification Document
  • ·Communication Plan
  • ·Communications
  • ·Example Simple Priority Coding System
  • ·Implementation Plan and Project Plan
  • ·Incident Category Definition Document
  • ·Incident Management— Roles and Responsibilities
  • ·Incident Management ITIL® Presentation
  • ·Incident Management Objectives and Goals
  • ·Incident Management Reports, KPIs, and Other Metrics
  • ·Incident Management Review Document
  • ·Incident Ticket Template
  • ·Integrated ITSM Technology
  • ·ITIL® Incident Management Process Flow Diagram
  • ·Policies, Objectives, and Scope Document
  • ·Toolkit Introduction Presentation—Incident Management
  • ·Toolkit Roadmap—Incident Management

 

The Service Monitoring and Control Toolkit Is Yours Risk Free Today!

The instant you purchase the collection, the factsheets, presentations, and tools included above will be available to you through a simple download!

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At the Art of Service, we know how important your time is for you and we also understand that nobody can substitute you in certain scenarios. That is why we give you the results without you having to do all the legwork; we do the research, the analysis, and the collating of information we find.

All you have to do is take the outcome of all that work and use it as part of your project—to make it unique to your job, project, or task at hand in a way that only you can do.

 

Discover a solution that actually works! Be amazed by consistent and reliable results through the implementation of this well renowned Service Monitoring and Control Toolkit.

Guaranteed to be the solution you were searching for. Don’t miss out!

Additional Info

Additional Info

SKU 1112093
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Support

Where can I find Support?

When you need additional support, or guidance during your training program you have several options:

eLearning Discussion Forums

As a student you have access to our exclusive discussion forum via the eLearning platform www.theartofservice.org This is where you talk to your fellow students, share your experience and ask about the specific content of your course. The eLearning instructors also monitor the forums and provide input in the discussion

LiveChat

Livechat is available from 8am EST to 5pm EST, as well as 8am - 5pm Eastern Australian time.

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Email

All our students are allocated an instructor which they can reach via email.

 

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