2nd Level Support Toolkit

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Standardize 2nd Level Support: review RFP received from internal teams the onsite team / program Test Management.

More Uses of the 2nd Level Support Toolkit:

  • Collaborate effectively with 2nd line of defense Compliance, Legal, Enterprise Risk Management, Operational Risk Management, Sarbanes Oxley SOX, Cyber Risk Management, etc.

  • Be accountable for performing analysis of enterprise level security architectures, netWork Management architectures, communications architectures, and Key Management architectures, identifying a vulnerability, and providing suggested mitigation alternatives.

  • Guide 2nd Level Support: conduct Code Review to ensure that customization Code Quality is at the highest level possible and appropriate Design Patterns are being followed.

  • Supervise 2nd Level Support: successfully communicate between Engineering teams and executive level management.

  • Ensure your planning has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.

  • Skill sufficient to plan, organize, perform and direct team study work involving research and analysis of a wide range of highly visible organizational and Department level issues pertaining to the Strategic Management of Department wide Human Capital.

  • Govern 2nd Level Support: control the level of work in progress to optimize flow of work through the IT infrastructure and operations team while controlling costs (budget, people, equipment, technologies) by working with peers and management.

  • Audit 2nd Level Support: leverage data and other assessment mechanisms to facilitate enterprise level transparency and insights that are delivered in a consumable and meaningful format.

  • Warrant that your organization focus on Change Management and Best Practice adoption while supporting improvements in Working Capital turns and service level performance.

  • Ensure you mobilize; respond to issues assigned, do analysis, suggest/implement Work Around, communicate to all stakeholders and close issue as per agreed timelines in order to meet the Service Level Agreements (SLA).

  • Put in place efficient and scalable processes to take your organization to its next level from start up to Scale Up.

  • Manage intra day Resource Allocation, skills availability, and distribution in order to meet service level goals utilizing appropriate systems and software.

  • Head 2nd Level Support: partner with the Data Strategy team to design crucial operational Metrics And Reporting that are automated, provide transparency, and drive quantitative Decision Making.

  • Ensure you recommend changes to processes and tools at the team level based on Industry Standards, patterns, and practices.

  • Make sure that your venture develops an increasing level of understanding and knowledge in several specialized Financial Management Consulting Services and/or services in closely related product lines.

  • Assure your planning serves as an initial point of escalation for significant incidents that interrupt Service Availability or diminish performance.

  • Standardize 2nd Level Support: proactively support Sales Managers to win business and to align on the ground tactics with top level growth strategy.

  • Ensure service operations, Knowledge Management, Continuous Improvement or Problem Management, service level and Availability Management are operationalized across the team.

  • Initiate 2nd Level Support: present and defend designs and key milestone deliverables to peers and executive level stakeholders.

  • Guide 2nd Level Support: articulate to prospects how your tools can help organizations get to the next level with real time data.

  • Establish that your strategy performs Functional Analysis, timeline analysis, detail trade studies and recommended requirements allocation to translate Customer Requirements into system level specifications.

  • Create through to full deployment to production factory and line level controls architecture.

  • In charge of IT Change Management and maintains relevant service contracts, SLAs, and Vendor Relationships to deliver a high level of support and ensures timely deployment of software and firmware patches.

  • Be certain that your design evaluates methods to improve the Sections efficiency and to provide a high level of Customer Service to external and Internal Customers.

  • Get involved in the resolution of critical incidents (coordination with the various support teams, the quality team, user information).

  • Evaluate 2nd Level Support: conduct strategic and tactical level planning in partnership with peers in it to develop technical roadmap, and ensure delivery of supportable technology solutions that meet Business Needs.

  • Use requirements to develop high level security specifications using security models, implementation targets, and protection profiles.

  • Identify and lead plant level inventory days supply reduction or increase projects and support overall organization reduction projects.

  • Standardize 2nd Level Support: review and approve high level Data Flows, Functional And Technical Specifications, system implementation staging, Change Control, design alternatives and functional System Requirements.

  • Systematize 2nd Level Support: inventory productivity to ensure appropriate product level and mix to meet the needs of the local market while ensuring new styles, best selling styles, and emerging styles are supported.

  • Standardize 2nd Level Support: research Digital Marketing trends, Best Practices for experiential marketing, new technologies and advertising strategies as it relates to interActive Design to drive the launch of future creative campaigns that support Business Objectives.


Save time, empower your teams and effectively upgrade your processes with access to this practical 2nd Level Support Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any 2nd Level Support related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated 2nd Level Support specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the 2nd Level Support Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a Data Driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...

STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which 2nd Level Support improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Are approval levels defined for contracts and supplements to contracts?

  2. Where can you get qualified talent today?

  3. What kind of analytics data will be gathered?

  4. What are the timeframes required to resolve each of the issues/problems?

  5. Are Roles And Responsibilities formally defined?

  6. How do you verify if 2nd Level Support is built right?

  7. What is the output?

  8. Are indirect costs charged to the 2nd Level Support program?

  9. How do you stay inspired?

  10. Who are the Key Stakeholders for the 2nd Level Support evaluation?

Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the 2nd Level Support book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your 2nd Level Support self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the 2nd Level Support Self-Assessment and Scorecard you will develop a clear picture of which 2nd Level Support areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough 2nd Level Support Self-Assessment
    • Is secure: Ensures offline Data Protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:


STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage 2nd Level Support projects with the 62 implementation resources:

  • 62 step-by-step 2nd Level Support Project Management Form Templates covering over 1500 2nd Level Support project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all 2nd Level Support project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the 2nd Level Support Project Team have enough people to execute the 2nd Level Support Project Plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed 2nd Level Support Project Plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

Step-by-step and complete 2nd Level Support Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

2.0 Planning Process Group:

3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log

4.0 Monitoring and Controlling Process Group:

  • 4.1 2nd Level Support project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance

5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 2nd Level Support project or Phase Close-Out
  • 5.4 Lessons Learned



With this Three Step process you will have all the tools you need for any 2nd Level Support project with this in-depth 2nd Level Support Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose 2nd Level Support projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based Best Practice strategies aligned with overall goals
  • Integrate recent advances in 2nd Level Support and put Process Design strategies into practice according to Best Practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make 2nd Level Support investments work better.

This 2nd Level Support All-Inclusive Toolkit enables You to be that person.


Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.