The foremost "how-to" guide to IT Service Design

ITIL's Service Design is at the heart of Service Management's best practices being adopted world-wide and has earned the support of every major IT service provider. In The Service design Tool Kit, The Art of Service presents the first end-to-end tutorial that provides step-by-step instructions for modeling and designing service-oriented solutions from the ground up.

The Service Design Tool Kit provides more than 135 ready to use documents, templates and examples to guide and illuminate the most important facets of Managing Service Design: goals, obstacles, concepts, technologies, standards, delivery strategies, and processes for analysis and design.

This Toolkit's broad coverage includes

- Detailed step-by-step processes for service-oriented analysis and service-oriented design
- An in-depth exploration of all the process components
- Blueprints of all Seven Service Design processes specifications, including explanations of how they interrelate and how they are positioned within Service Management and service Design
- The use of "In Plain English" sections, which describe complex concepts through non-technical analogies
- Guidelines for service design business modeling and the creation of specialized service abstraction SLAs

The goal of this Kit is to help you attain a solid understanding of what constitutes contemporary IT Service Design along with step-by-step guidance for realizing its successful implementation.

The Service Design Tool Kit Contents:

Availability

Availability Management Presentation.ppt
Availability Management Process Manager.doc
Availability Management- Roles & Responsibilities.doc
Availability Requirements.doc
Availability Review Doc.xls
Business Justification document.doc
Communication Plan.doc
Component Failure Impact Analysis.doc
Implementation Plan_Project Plan.doc
Objectives and Goals.doc
Policies Objectives and Scope.doc
Recovery Template.doc
Reports KPI's other metrics.doc
Service Outage Analysis.doc
Toolkit Introduction Presentation - Availability Management.ppt
Toolkit Roadmap - Availability Management.doc  

Capacity

Business and IT Service Mapping.doc
Business Justification document.doc
Capacity Management Presentation.ppt
Capacity Management- Roles & Responsibilities.doc
Capacity Review Doc.xls
CapMgt Process Manager.doc
Communication Plan.doc
Implementation Plan_Project Plan.doc
Objectives and Goals.doc
Policies objectives scope.doc
Reports KPI's other metrics.doc
Toolkit Introduction Presentation - Capacity Management.ppt
Toolkit Roadmap - Capacity Management.doc
Typical Contents of a Capacity Plan.doc

Information Security Management

Availability Management Process Manager.doc
Business Justification document.doc
Communication Plan.doc
CRAMM.doc
Implementation Plan_Project Plan.doc
Information Security Management Presentation.ppt
Objectives and Goals.doc
Policies objectives scope.doc
Reports KPI's other metrics.doc
Security Audit Template.doc
Security Incident Template.doc
Security Management Review Doc.xls
Security Management- Roles & Responsibilities.doc
Security Process Manager Document.doc
Security Service Requirement.doc
Toolkit Introduction Presentation - Information Security Management.ppt
Toolkit Roadmap - Information Security Management.doc

IT Service Continuity Management

Business and IT Flyers.doc
Business Continuity Strategy.doc
Business Impact Analysis.doc
Business Justification document.doc
Communication Plan.doc
Continuity Review Doc.xls
E-Mail Text.doc
Emergency Response Plan.doc
Environmental Architectures and Standards.doc
Example Business Impact Analysis.doc
Implementation Plan_Project Plan.doc
ITSC Management Presentation.ppt
ITSCM Process Manager.doc
ITSCM- Roles & Responsibilities.doc
Management of Risk Framework M_O_R.doc
Objectives and Goals.doc
Policies Objectives Scope.doc
Reciprocal Arrangements.doc
Reports and KPI targets and additional metrics.doc
Risk Assessment Questionnaire.doc
Risk Assessment Template.doc
Salvage Plan Template.doc
Toolkit Introduction Presentation - ITSCM.ppt
Toolkit Roadmap -ITSCM Management.doc
Typical Contents of a Recovery Plan.doc
Vital Records Template.doc

Service Catalogue Management Toolkit

Business and IT Service Mapping.doc
Business Justification document.doc
Communication Plan.doc
E-Mail Text.doc
Example Service Catalogue.doc
Implementation Plan.doc
Objectives and Goals.doc
Policies Objectives Scope.doc
Price List.doc
Roles and Responsibilities of Service Catalogue Management (SCM).doc
Service Catalogue 1.doc
Service Catalogue 2.doc
Service Catalogue Management Intro Presentation.ppt
Service Catalogue Management ITILV3.ppt
Service Catalogue.doc
Service Design - The Big Picture.doc
Service Options.doc
SLM Business and IT Flyers.doc
SLM Review Doc.xls
The Key Links, Inputs and Outputs of Service Design.doc
Toolkit Roadmap - Service Catalogue Management.doc

Service Design START

Implementing Service Design.doc
Measurement of Service Design.doc
Service Acceptance Criteria.doc
Service Design Introduction Presentation.ppt
The Service Design Package.doc
Toolkit Roadmap - Service Design START.doc

SLM

Business and IT Flyers.doc
Business and IT Service Mapping.doc
Business Justification document.doc
Communication Plan.doc
Customer Based SLA.doc
Functional Specification.doc
Implementation Plan_Project Plan.doc
ITIL V3 SLM Presentation - CSI.ppt
ITIL V3 SLM Presentation - Service Design.ppt
Multi level SLA's.doc
Objectives and Goals.doc
Operational Level Agreement.doc
Organizing for Service Design - Roles & Responsibilities.doc
Policies Objectives and Scope.doc
Price List.doc
Reports KPI's other metrics.doc
Service Based SLA.doc
Service Level Requirements.doc
Service Options.doc
SLM Process Manager.doc
SLM Review Doc.xls
SLM Scope.doc
Technical Specification.doc
Toolkit Introduction Presentation - SLM.ppt
Toolkit Roadmap - SLM.doc
Underpinning Contracts.doc  

Supplier Management

Example Outsourcing -  Service Levels.doc
Example Outsourcing Contract template.doc
IT Outsourcing ITIL Process Assessment v2.1.xls
ITIL V3 Supplier Management Presentation.ppt
Outsourcing - Service Desk Presentation.ppt
Outsourcing - Sourcing Strategy Presentation.ppt
Outsourcing Transition Plan.doc
Service Delivery Model Options.doc
Service Desk Outsourcing template.doc
Service Sourcing Structures.doc
Sourcing roles and responsibilities.doc
Supplier Management- Roles & Responsibilities.doc
The Supplier Management Toolkit.zip
Toolkit Introduction Presentation - Supplier Management.ppt
Toolkit Roadmap - Supplier Management.doc