ITSM Toolkit

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Lead the Team Members to share expertise across various industries, targeting manufacturing and distribution, government, healthcare, Financial Services, and Private Equity groups based ON Demand from other Business Units.

More Uses of the ITSM Toolkit:

  • Oversee: organization of the staff schedule, ensuring that the Service Desk is operating without issue with the most efficient Allocation Of Resources.

  • Develop, manage and improve comprehensive Information Technology programs to ensure high reliable, dynamic, and cost effective services are provided to meet organizational requirements.

  • Arrange that your organization leads the planning and design of all relevant ITSM Process Improvement and changes Partner to deploy a SIAM Operating model to effectively achieve desired SLAs and Service Delivery outcomes in a multi vendor environment.

  • Set the direction for ongoing maturation of ITSM tool and all asset and configuration Management Tools to ensure maximum effectiveness with respect to Process Execution and reporting capabilities.

  • Be certain that your business extracts report and provides a high level analysis of data for review in alignment with supporting ITSM defined metrics.

  • Develop and maintain a roadmap that drive implementation throughout IS for ITSM delivery, metrics and governance.

  • Analyze ITSM activities of the platform and provide Feedback Loop to Development Teams on operational gaps or resiliency concerns.

  • Evaluate: research and evaluate existing software imaging technologies and new imaging software for the enterprise wide implementation.

  • Arrange that your organization supports troubleshooting efforts in conjunction with customer to identify routine and moderately complex problems.

  • Confirm your organization coordinates directly with ITSM tool team to ensure Process Automation and tool implementation is working and aligned for planned improvements.

  • Secure that your planning complies; professionals, who provide Technical Support, perform trouble shooting functions and resolve customer issues for Enterprise Software.

  • Validate that end user computing services are in compliance with warranties, seek guidance from the applicable vendors, if necessary, and comply with warranties.

  • Warrant that your business leads, build, and maintains a team of direct reports that can sustain commonly group technologies and multiple domains.

  • Manage: IT Service Management (ITSM) principles, ITIL guidelines and how Operations Automation helps improve ITSM Processes.

  • Coordinate and execute system install, configuration, integration, patching, upgrades, and changes ensuring adherence to client SDLC, ITSM, and other Policies and Procedures.

  • Apply communication and Customer Service skills to effectively work with users in response to Help Desk calls.

  • Establish that your strategy creates, execute against set customer ITSM Processes and identifies improvements and additions to existing and New Processes.

  • Make sure that your project maintains OEM (Original Equipment Manufacturer) partnerships with applicable software and hardware manufacturers.

  • Coordinate the development of Implementation Plans and procedures to ensure that business critical services are quickly recovered in the event of a technology service failure.

  • Confirm your enterprise complies; this Team Work closely together to perform testing and Quality Control activities for Agile Software development projects.

  • Perform on site and remote analysis, diagnosis, and resolution of Complex System issues for End Users, and recommend and implement corrective solutions.

  • Evaluate: thoroughly document all functional aspects of system and communicate accomplishments and issues to stakeholders.

  • Ensure your organization maintains, review and complies all documentation that pertains to products supported or operating procedures.

  • Coordinate all technical activities (product configuration, customization, migration, deployment and documentation) relating to the project.

  • Warrant that your organization provides respective Infrastructure Architecture perspective in decisions related to other architecture disciplines.

  • Coordinate: source venue, recommend and engage catering, acquire supporting technology, and coordinate the development of materials to execute a quality event.

  • Oversee: effectively communicate a clear and concise overview of vendors (summary of key contract terms, risks, opportunities and Service Delivery guidelines) to Key Stakeholders.

  • Control: conduct and ensure Unit Testing, system Integration Testing, Performance Testing, User Acceptance Testing, or any client specific testing.

  • Formulate: work closely with Change and Configuration Management team of the ITSM Unit to stay current on all change, configuration and Internal Controls standards and processes.

  • Arrange that your business aligns the Infrastructure Architecture to the enterprise architectural decisions to enable positive growth of the IT Organization in whole.


Save time, empower your teams and effectively upgrade your processes with access to this practical ITSM Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any ITSM 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 ITSM specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the ITSM 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 ITSM improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. Did you tackle the cause or the symptom?

  2. What methods are feasible and acceptable to estimate the impact of reforms?

  3. How is implementation research currently incorporated into each of your goals?

  4. What role does communication play in the success or failure of a ITSM project?

  5. Think about the people you identified for your ITSM project and the project responsibilities you would assign to them, what kind of training do you think they would need to perform these responsibilities effectively?

  6. Are the most efficient solutions problem-specific?

  7. ITSM risk decisions: whose call is it?

  8. If you got fired and a new hire took your place, what would she do different?

  9. Who manages supplier Risk Management in your organization?

  10. What other organizational variables, as reward systems or Communication Systems, affect the performance of this ITSM process?

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 ITSM book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your ITSM 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 ITSM Self-Assessment and Scorecard you will develop a clear picture of which ITSM 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 ITSM 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 ITSM projects with the 62 implementation resources:

  • 62 step-by-step ITSM Project Management Form Templates covering over 1500 ITSM 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 ITSM project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the ITSM Project Team have enough people to execute the ITSM 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 ITSM 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 ITSM 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 ITSM 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 ITSM project or Phase Close-Out
  • 5.4 Lessons Learned



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

In using the Toolkit you will be better able to:

  • Diagnose ITSM 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 ITSM 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 ITSM investments work better.

This ITSM 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.