The Change Schedule Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to implement Change Schedule in your organization with 21 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Change Schedule 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 Schedule 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 Schedule 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 Schedule Toolkit Includes the following 21 resources:

1.File: 01 Documenting Roles.doc - Summary: While a role may be specific to a single process, in delivering services to the customer, several processes may be in effect: effective role development ensures that people performing a specific role for different processes are not conflicting, even when a person is fulfilling two process roles simultaneously. Wordcount: 2112

2.File: 08 CAB Meeting minutes.doc - Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding Change Advisory Board meetings. Wordcount: 1165

3.File: 09 Change Schedule template.doc - Summary: It is considered that in order to correctly facilitate the Change Management process, the Change Manager should be able to coordinate the production and distribution of a Ϋ’—_Change Schedule.Ϋ’—_ and a Ϋ’—_Projected Service AvailabilityΫ’—_ (PSA).Wordcount: 1262

4.File: 02 Knowledge Management Policy.docx - 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: 901

5.File: 00 Service Desk Introduction Presentation.ppt - Summary: Tools not only support the outsourced Service Desk, but also the customers organization’s processes and business requirements.Wordcount: 385

6.File: 00 Service Desk-Introduction.docx - Summary: Ability to match end userΫ’—_s concern/request with similar/past concerns/requests Ϋ’—_ 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

7.File: 02 Communication Plan.docx - Summary: As a customer, you can use the document AS IS, or modify the document to align with the goals, objectives, and guiding principles of your organization.Wordcount: 1537

8.File: 07 Management Reviews.docx - Summary: For instance, a small organization may be able to conduct a single management review covering the entire scope of the service management system; a sizable service provider with multiple customers may benefit for a management review of each customer and whether the SMS effectively supports them individually, while an extremely large service provider may benefit from smaller reviews from delegates of top management with a summary review of those results from top management. Wordcount: 1879

9.File: The R&D Management Toolkit Description.docx - Summary: The Art of Service has designed this toolkit to introduce Release and Deployment Management main concepts, as well as provide you with the tools to successfully create a workable Release and Deployment Management culture in your organization. Wordcount: 860

10.File: ITSM in Internal Clouds Toolkit_Description.docx - Summary: The Art of Service has designed this toolkit to introduce the ITSM in Internal Clouds main concepts, as well as provide you with the tools to successfully create a workable ITSM in Internal Clouds culture in your organization. Wordcount: 881

11.File: service v4.doc - Summary: Without this single point of contact an organisation would face major losses in time spent on looking for ways to fix issues and get help.Wordcount: 508

12.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

13.File: Example Outsourcing - Service Levels.doc - Summary: Report service level metrics per customer: system and network availability report, incident management report (overview of incidents per category, impact, etc.), incident statistics (outages, average resolution time), work load/performance trends, reports on escalations, metrics from change management (e.g. overview of changes, date/time, results, etc.) and problem management metrics.Wordcount: 12433

14.File: Availability Management Presentation.ppt - Summary: Details of proactive availability techniques and measures that will be deployed to provide additional resilience to prevent/minimize the impact of component failures on the IT service availability.Wordcount: 1240

15.File: Reports KPI's other metrics.doc - Summary: Backlog details of process activities with work outstanding (along with potential negative impact regarding failure to complete the work in a timely manner) Ϋ’—_ but also provide solutions on how the backlog can be cleared.Wordcount: 815

16.File: Roles and 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: 421

17.File: Change Management E-Mail Text.doc - Summary: In order to improve the IT Services and ensure that they are aligned with the needs of the organisation, we have made several changes to our services, namely the process of how we will be assessing and authorizing changes i.e the addition, modification or removal of authorized, planned or supported service or service component and its associated documentation.. Wordcount: 597

18.File: 01 List of Deliverables.doc - Summary: Technology Portfolio Ϋ’—_ It provides a list of all hardware, information software, and application software used within the organization, often identifying the relationships with existing data entities and applications within the portfolio or as a separate matrix.Wordcount: 2628

19.File: 00 Help Desk-Introduction.doc - Summary: Ability to resolve incidents or fulfill requests Ϋ’—_ From remote access to systems to password reset tools, the ability of the Help Desk to address the end usersΫ’—_ concerns/requests are often dependent on the Help DeskΫ’—_s access to useful monitoring and management tools within the service environment. Wordcount: 2384

20.File: PCH01500 PM Change Schedule.doc - Summary: It is considered that in order to correctly facilitate the Change Management process, the Change Manager for the project should be able to coordinate the production and distribution of a Ϋ’—_Forward Schedule of ChangesΫ’—_ (FSC) and a Ϋ’—_Projected Service AvailabilityΫ’—_ (PSA).Wordcount: 863

21.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

This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Change Schedule.

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 Schedule toolkit:

1. Contains 21 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Change Schedule

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