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Service Offering

Service Offering

$495.00
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Includes a practical, ready-to-use toolkit containing implementation templates, worksheets, checklists, and decision-support materials used to accelerate real-world application and reduce setup time.
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Service Offering

This implementation toolkit equips business process leads in enterprise service management with structured frameworks, templates, and workflows for consistent deployment of operational improvement initiatives. Upon completion, participants receive a certificate issued by The Art of Service.

Executive Overview

Organizations consistently struggle to maintain alignment between service delivery goals and operational execution. Gaps in documentation, inconsistent assessment methods, and lack of standardized planning tools lead to repeated effort and unclear accountability. This toolkit provides structured frameworks, proven workflows, and reference templates that practitioners use to establish clear implementation paths, measure capability gaps, and produce documented plans using industry-recognized practices. The content is based on widely adopted service management principles and real-world application patterns.

What You Will Be Able To Do

  • Develop a complete implementation roadmap using the 144-chapter playbook
  • Conduct a capability gap analysis using the 994+ requirement workbook across seven process areas
  • Create a maturity profile across five core capability domains
  • Produce a 30-day rollout plan with weekly milestones and role-specific actions
  • Generate a performance dashboard using the pre-filled Excel model
  • Adapt 20+ editable templates for use in planning, assessment, and governance
  • Establish a baseline assessment for service management practices
  • Design an improvement plan using case-based requirements and decision filters
  • Document process ownership and control points using standardized templates
  • Validate readiness for implementation using structured checklists and criteria

Who This Toolkit Is For

  • Service Delivery Manager - accountable for consistent service operations; uses templates and work plans to standardize rollout
  • Process Owner - responsible for end-to-end process performance; applies workbook to assess and improve process health
  • Operations Lead - oversees daily execution; leverages playbook chapters to align team activities with best practices
  • Continuous Improvement Specialist - drives efficiency initiatives; uses maturity diagnostic and templates to structure projects
  • Service Management Consultant - advises internal teams; applies standardized content to accelerate client engagements

What You Will Be Able To Do

  • 144-chapter implementation playbook (PDF) covering end-to-end service management workflow
  • 20+ downloadable templates in Excel and Word, including process flow diagrams, RACI matrices, control logs, service review reports, implementation checklists, and capability assessment forms
  • Self-assessment workbook with 994+ case-based requirements organized across incident management, problem management, change control, service request handling, service level management, knowledge management, and configuration management
  • Pre-filled assessment dashboard in Excel demonstrating results generation and reporting
  • 30-day rollout work plan structured by week with role-specific milestones
  • Maturity diagnostic across strategy alignment, process design, operational control, performance measurement, and capability sustainment

Detailed Module Breakdown

Module 1: Foundations of Service Management

  • Core principles of service delivery
  • Defining service value and stakeholder expectations
  • Understanding process lifecycle stages
  • Mapping roles and responsibilities in service operations

Module 2: Current State Assessment

  • Using the self-assessment workbook to score existing practices
  • Interpreting case-based requirements for gap identification
  • Documenting observed control weaknesses
  • Validating assessment inputs with available evidence

Module 3: Strategy Development

  • Setting measurable improvement objectives
  • Defining success criteria and performance thresholds
  • Aligning initiatives with organizational priorities
  • Building business justification using risk and impact analysis

Module 4: Process Design Standards

  • Designing process workflows with decision points
  • Specifying inputs, outputs, and handoff criteria
  • Assigning accountability using RACI frameworks
  • Integrating controls into process steps

Module 5: Implementation Planning

  • Developing a phased rollout approach
  • Breaking work into weekly deliverables
  • Assigning tasks using the 30-day work plan template
  • Identifying dependencies and critical path items

Module 6: Governance Frameworks

  • Establishing review cadences and escalation paths
  • Designing governance meeting agendas and reporting formats
  • Defining decision rights for change and exception handling
  • Setting up audit and compliance tracking

Module 7: Operational Execution

  • Using control logs to manage daily activities
  • Applying escalation procedures for unresolved issues
  • Conducting service reviews using standardized report templates
  • Updating knowledge articles based on incident resolution

Module 8: Performance Optimization

  • Identifying bottlenecks using process metrics
  • Applying root cause analysis to recurring failures
  • Testing adjustments using small-scale pilots
  • Scaling improvements based on outcome data

Module 9: Measurement and Reporting

  • Selecting KPIs aligned with service objectives
  • Populating the pre-filled dashboard with actual data
  • Generating status reports for leadership review
  • Tracking trend performance over time

Module 10: Capability Development

  • Identifying skill gaps using role-based checklists
  • Planning training interventions based on process needs
  • Documenting onboarding materials for new team members
  • Using templates to standardize knowledge transfer

Module 11: Sustainability Practices

  • Establishing routine audit schedules
  • Setting up version control for process documentation
  • Planning periodic maturity reassessments
  • Embedding feedback loops into service operations

Module 12: Certification and Review

  • Completing the final self-assessment with updated scores
  • Submitting evidence of completed deliverables
  • Reviewing playbook annotations and improvement plans
  • Receiving certificate from The Art of Service upon completion

The 994+ Requirements Workbook

The self-assessment workbook is organized across seven process areas: incident management, problem management, change control, service request handling, service level management, knowledge management, and configuration management. Practitioners use it to systematically evaluate current practices, identify gaps, and build prioritized improvement plans. Each requirement is phrased as a verifiable statement, allowing users to respond with 'Yes', 'No', 'Partial', or 'Not Applicable'. Example questions include: 'Is every incident categorized using a standard taxonomy?', 'Are known errors documented and linked to problem records?', and 'Are change requests assessed for impact on configuration items?'

The 20+ Templates

The toolkit includes editable templates in Excel and Word formats for process flowcharts, RACI matrices, service level agreements, change advisory board agendas, incident post-mortem reports, capability assessment logs, and rollout milestone trackers. These artifacts are designed to be adapted for internal use and support documentation, planning, and reporting tasks across service management functions.

Course Outcomes and Certification

Upon completion, you will have produced 3 concrete deliverables built using the toolkit: a completed maturity assessment, a 30-day rollout plan with assigned actions, and a finalized process improvement proposal using workbook findings and templates. The Art of Service issues a certificate of completion confirming demonstrated knowledge and applied capability in enterprise service management implementation.

Delivery and Access

Single user license. Account in the learning environment provisioned within 24 hours of purchase. Lifetime access to all toolkit updates. Templates in editable Excel and Word. 30-day money-back guarantee.

Common Questions

Q: Is this for established or new service management programs?
A: Both. The workbook helps assess current state. The playbook covers both greenfield and improvement scenarios.

Q: How is this different from ITIL or COBIT training?
A: This toolkit provides executable templates, a detailed 144-chapter guide, and a 994+ requirement assessment not found in standard framework courses.

Q: What format are the templates in?
A: Editable Excel and Word. You can adapt them to your own use.

Q: Is this a single user license?
A: Yes, one purchase is for one individual user. For organization-wide access, reach out via reply for volume pricing.

Q: What level of prior experience is assumed?
A: Familiarity with service delivery concepts is helpful. No certification or technical background is required to use the materials.

Ready to Start

One-time payment of $495. Single user license. Access provisioned within 24 hours. Lifetime updates included. 30-day money-back guarantee. Reach us via reply if you want guidance on whether this fits your specific situation before purchasing.

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