This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Business Relationship Management by offering easy to use templates, blueprints, and documents that can be adapted to your organization's requirements.
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Put together by The Art of Service's industry experts and providing ready to use documents, this valuable kit takes the reader beyond the theoretical to focus on the real benefits and deliverables of Business Relationship Management and how to apply them successfully within an organization.
This innovative set of documents and ready-to-use templates will provide you with a head start for both learning and applying of a Business Relationship Management approach that meets today's standards. It is tailor-fit for professionals who don't have the time or resources at hand to develop the required templates and structure for implementation.
The Complete Business Relationship Management Toolkit Includes the following 30 resources:
1.File: 02 Service Management Plan.doc - Summary: It is necessary to identify the service management processes developed to support service delivery, their purposes, and how they relate to each other and the other components (policies, tools, and controls) of the service management system. Wordcount: 2056
2.File: 04 Service Management Process Definitions and Interfaces.doc - Summary: Risks associated with requests for change: to assess and manage the impact on service continuity and availabilityWordcount: 3140
3.File: 08 Service Definition.doc - Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets; or they have greater competency in supporting all customer assets through a reporting service.Wordcount: 2654
4.File: 09 Service Options Template.doc - Summary: It is the process by which the service provider and customer will define and agree on the scope and outcomes of a service, as well as review the performance of the service against agreed targets.Wordcount: 1045
5.File: 10 Service Agreements.doc - Summary: Dealing with individual services has the greatest level for flexibility in managing service levels, but creating individual agreements for each service provision has the potential to create conflicting obligations with customers who have multiple services, or a service which is provided to multiple customers. Wordcount: 2309
6.File: 12 Customer-Based SLA Template Example.doc - Summary: This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND THE CUSTOMER OF IT SERVICES (Covering all the IT Services they use). Wordcount: 2068
7.File: 12 Service Review Template.doc - Summary: For instance, a service which is subject to a higher rate of change, exposed to a high number of risks, is newly implemented or changed may be considered unstable, or has had an historical record of not meeting service targets and should be reviewed more often. Wordcount: 1848
8.File: 10 Incident Management Policy.doc - Summary: To empower you in the creation process, this document provides some background information regarding the subject area, including considerations to be addressed within the policy itself; however, this is your policy and should reflect the goals, objectives, and guiding principles of your organization.Wordcount: 2374
9.File: 03 Metrics and Reports.doc - Summary: The service provider shall use this process for all new services and changes to services with the potential to have a major impact on services or the customer.Wordcount: 5292
10.File: 02 Service Desk-Metrics.doc - Summary: For example, the total number of calls received by the Service Desk is not in itself an indication of either good or bad performance and may, in fact, be caused by events completely outside the control of the Service Desk_for example, a particularly busy period for the organization or the release of a new version of a major corporate system.Wordcount: 1198
11.File: 00 Service Desk-Introduction.docx - Summary: Ability to match end user_s concern/request with similar/past concerns/requests _ For incident/problems, the tool is commonly called a Known Error Database and will allow the Service Desk analyst to search symptoms to identify pre-defined workarounds and resolutions to address the end users concerns. Wordcount: 2384
12.File: FIN9600 FinMgt Process Manager.doc - Summary: Reviews on a <> basis the fees, royalties, rents, and other charges imposed by <> for the services and things of value that it provides and makes recommendations on revising those charges to reflect the costs incurred in providing those services and things of value.Wordcount: 513
13.File: ISOIEC 20000 Easy Explanation Fact Sheet.pdf - Summary: JAS-ANZ) AND the person is individually qualified as an authorized ISO auditor AND has passed the ISO 20000 certification exam that is sat at the end of an external auditors course in ISO 20000.Wordcount: 815
14.File: Service Catalogue Reasons Hints Tips.ppt - Summary: for browsing available service offerings ____Î should all be included in a Wordcount: 1447
15.File: ISO 20000 FAQ's.doc - Summary: ISO 9000 is applied and used by all organisations in different sectors and industries and whilst it has certain attributes and benefits that are valuable to your existing commercial relationship, you should consider whether you wish to have a specific certification for the IT Service Management (ITSM) component of your business. Wordcount: 3065
16.File: ISO IEC 20000 Presentation Chapters 6-10.ppt - Summary: All accounting practices used should be aligned to the wider accountancy practices of the whole of the service provider____Î£s organization.Wordcount: 1080
17.File: Process Summary - Business Relationship Management.doc - Summary: A relationship should be established between the service provider and the customer that would allow the service provider to be aware of business needs and major changes in order to prepare to meet those needs.Wordcount: 675
18.File: Process Summary - Release Management.doc - Summary: In order to assess the impact on the business, operations and support staff resources, the number of incidents related to the release in the period immediately following a roll out should be measured and analysed.Wordcount: 737
19.File: Presentation 5 - Business Relationship Management.ppt - Summary: of LOS and SLP to fulfill the needs of the Customer Portfolio.Wordcount: 666
20.File: BRM Metrics and Reports.doc - Summary: The reports should be reviewed to give structure and logic to how the metrics are presented _ this may well lead to changes in what is reported and will lead to changes in what is reported and will lead to more benefits.Wordcount: 2206
21.File: BRM Responsibilities and Skills.docx - Summary: The BRM will work with business area teams to understand project requirements, shape the initial project request, and provide a high-level estimate of the project effort and costs used in cost-benefit analysis. Wordcount: 430
22.File: 02 Help Desk-Metrics.doc - Summary: For example, the total number of calls received by the Help Desk is not in itself an indication of either good or bad performance and may, in fact, be caused by events completely outside the control of the Help Desk_for example, a particularly busy period for the organization or the release of a new version of a major corporate system.Wordcount: 1194
23.File: 00 Help Desk-Introduction.doc - Summary: Ability to resolve incidents or fulfill requests _ From remote access to systems to password reset tools, the ability of the Help Desk to address the end users_ concerns/requests are often dependent on the Help Desk_s access to useful monitoring and management tools within the service environment. Wordcount: 2384
24.File: ISO 20000 Fact Sheet.doc - Summary: JAS-ANZ) AND the person is individually qualified as an authorized ISO__ auditor AND has passed the ISO__ 20000 certification exam that is sat at the end of an external auditors course in ISO__ 20000.Wordcount: 701
25.File: Service Strategy Lifecycle Stage Introduction Presentation.ppt - Summary: When applied correctly, the automation of service processes helps improve the quality of service, reduce costs and risks by reducing complexity, uncertainty, and by efficiently resolving trade-offs. Wordcount: 435
26.File: Implementing Service Design.doc - Summary: How do we keep the momentum going? _ a common activity in project management is lessons learned which provides a review of the project to determine any strengths and weaknesses which may be addressed to impact future projects. Wordcount: 1609
27.File: Product Manager.txt - Summary: If you are looking to appoint a process manager or promote someone from within the organization you can make notes about their abilities in the particular area.Wordcount: 603
28.File: Financial Management - Roles & Responsibilities.doc - Summary: Reviews on a <> basis the fees, royalties, rents, and other charges imposed by <> for the services and things of value that it provides and makes recommendations on revising those charges to reflect the costs incurred in providing those services and things of value.Wordcount: 386
29.File: Financial Manager.doc - Summary: Will work, at an appropriate level, with representatives of the organization management and the Finance Department, to develop the policies of Budgeting, IT Accounting and Charging.Wordcount: 339
30.File: 01 Role Examples.ppt - Summary: Ensures _____major incidents____Î_ are managed appropriately and all interested parties are involved in decision-making related to resolving the incident or minimizing the impact of the incident. Wordcount: 1068
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Business Relationship Management.
The kit is designed for those who need or are looking for awareness or skills, but simply don't have time to develop the necessary templates and structure for the implementation.
The kit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activities.
The Business Relationship Management toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Business Relationship Management
2. Is scalable to any size and type of project or organization
3. Provides blueprints, templates and documents - ready to download and apply
4. Saves you time and budget