This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Change Record 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 Change Record 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 Change Record 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 Change Record Toolkit Includes the following 24 resources:
1.File: 05 Request for Change Template.doc - Summary: As a result, the creation of a consistent template for all requests for change is necessary and ensures that individual changes can be properly evaluated and aligned with business objectives.Wordcount: 1158
2.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
3.File: 02 Service Desk-Process.doc - Summary: For instance, if the Service Desk is required to provide the customer or end user with status on their existing incident/request and the record has been escalated to n-line support, updates from the technician are required. Wordcount: 2933
4.File: 00 Service Desk-Introduction.docx - Summary: Ability to match end userÎ«_s concern/request with similar/past concerns/requests Î«_ 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
5.File: 03 General Change Procedure.docx - Summary: The purpose of this document is to work you through the general creation process, but the document also serves as a template for creating your own process or procedure in your own organization. Wordcount: 1647
6.File: STA15500 ITSM Tool Requirements.doc - Summary: The information detailed in this document will be used to form part of the 1-Day workshop being delivered to Tourism Queensland.by MBF <>as an input into their final ITSM Tools Requirement document. Wordcount: 14194
7.File: CONMGT4100 CMDB Design document.doc - Summary: Ability to support and hold information on CIÎ«_s that have a varying degree of complexity (from entire stand-alone systems (e.g Mainframe) to simple, single hardware items or software applications and all the associated relationships that are possible between them. Wordcount: 1048
8.File: Communications.doc - Summary: Discuss the schedule of changes that are expected to be made during the day, together with a briefing of potential incidents that may occur as a result and the appropriate action to be taken. Wordcount: 1239
9.File: Service Operation Functions Fact Sheet.txt - Summary: As the custodian of technical knowledge and expertise related to managing the IT Infrastructure, the Technical Management function provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Wordcount: 2476
10.File: Service Operation Processes Fact Sheet.txt - Summary: As soon as the diagnosis is complete, and particularly where a workaround has been found (even though it may not be a permanent resolution), a Known Error Record must be raised and placed in the KEDB Î«_so if further incidents or problems arise, they can be identified and the service restored more quickly.Wordcount: 4768
11.File: ITSM Tool Requirements Document.doc - Summary: The knowledge management database should be able to be updated with work around and solution information that has been captured in the Incident and Problem records. Wordcount: 9177
12.File: CMDB Roles and Responsibilities.doc - Summary: Uses or provides the asset and CMS to facilitate impact assessment for RFCs and to ensure that implemented changes are as authorized; creates change records, configuration baselines, and package release records in order to specify the effect on CIs of an authorized change; ensures any changes to change authorization records are themselves subject to Change Management procedures; ensures that the asset and CMS is updated when a change is implementedWordcount: 1733
13.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
14.File: Terms and Definitions and acronyms.doc - Summary: Meeting the requirements in ISO/IEC 20000 (or another national or international standard), as assessed by an internal audit or an organization that is not an accredited certification body or qualified to carry out ISO/IEC 20000 certification audits. Wordcount: 1098
15.File: Example Contents of Change Documentation.doc - Summary: As a RFC proceeds through its lifecycle, the change document, related records and related configuration items are updates in the Configuration Management System, so there is visibility of status. Wordcount: 451
16.File: 02 Help Desk-Process.doc - Summary: The intent of investigation and diagnosis at the Help Desk as a practice is obtaining enough information about the situation to determine the cause of the incident and make a determination if the incident can be resolved at the Help Desk or should be escalated to an n-line support team. Wordcount: 2927
17.File: 00 Help Desk-Introduction.doc - Summary: Ability to resolve incidents or fulfill requests Î«_ From remote access to systems to password reset tools, the ability of the Help Desk to address the end usersÎ«_ concerns/requests are often dependent on the Help DeskÎ«_s access to useful monitoring and management tools within the service environment. Wordcount: 2384
18.File: ITSM Tool Requirements Template and Planner.doc - Summary: To successfully implement ITSM tools that will provide a benefit within your organization, it is vitally important to have a clear understanding of the purpose of the tool and how you want it to work for you. Wordcount: 8282
19.File: Service_Operation_Capability_Assessment_Questionnaire.docx - Summary: The assessment is based on the generic capability levels defined by the Capability Maturity Model Integrated (CMMI) framework, which recognises that there are a number of characteristics which need to be in place for effective process management. Wordcount: 6952
20.File: Service_Transition_Capability_Assessment_Questionnaire.docx - Summary: To achieve higher levels of capability and maturity, the processes of Change and Release & Deployment will need to be interfaced with Service Validation and Testing, which in turn will ensure the appropriate levels of testing are performed for the build, test and deployment activities of the releases required.Wordcount: 7044
21.File: Change 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: 492
22.File: Change Management Roles & Responsibilities.doc - Summary: The levels of authorization for a particular type of change should be judged by the type, size or risk of the change, e.g. changes in a large enterprise that affect several distributed sites may need to be authorized by a higher-level change authority such as a Global change Board of the Board of Directors.Wordcount: 420
23.File: 01 Roles and Responsibilities Development Process.doc - Summary: Communication of roles and responsibilities should be made whenever a person or group discovers they must participate in or interact with a service management process: at this point, they must identify what role they are fulfilling and determine if they have the access and capabilities to perform as expected by the process. Wordcount: 7020
24.File: Event Mgmt Mindmaps.txt - Summary: An event can be defined as any detectable or discernable occurrence that has significance for the management of the IT Infrastructure of the delivery of IT service and evaluation of the impact a deviation might cause to the services. Wordcount: 885
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Change Record.
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 Change Record toolkit:
1. Contains 24 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Change Record
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