This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Configuration Item 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 Configuration Item 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 Configuration Item 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 Configuration Item Toolkit Includes the following 30 resources:
1.File: Availability Requirements.doc - Summary: Use this section to describe any and all information that needs to be supplied with regard to serviceability of the Service and its components. Wordcount: 1252
2.File: Security Service Requirement.doc - Summary: Scope for the requirements document may be determined by the business, therefore covering only a select few of the Services provided by the IT department that are seen as critical to the support of the business processes. Wordcount: 1216
3.File: Technical Architecture.doc - Summary: Row_Definition=Model,Configuration Item Number,Manufacturer,District,Facility,Department,Current Status,Serial No,Description,Vendor,Networked (Y/N),Warranty Expiry Date,Availability Requirements,ISU Responsible,Division / Business Unit,Building,Level,Room #,Cost Center,Order Number,Purchase Date,Disposal Date,Installation Date,Maintenance Date,Warranty Reference,Maintenance Reference,Critical Configuration Item (Y/N),Unit,Section,Current User,Users Title,Phone,Invoice #,Purchase Price,Annual Maintenance Fee,AMF Amount,PC Levy,PC Levy Amount,Equipment Capital Injection Fee,ECI Amount,Proposed Retirement DateWordcount: 2284
4.File: Component Failure Impact Analysis Worksheet.doc - Summary: This information will now help in the planning process of Service Level Management and Availability Management in helping agree to levels of service that rely on those particular configuration items and planning for correct availability. Wordcount: 843
5.File: Emergency Response Plan.doc - Summary: The below table provides an example of information that can be captured to create a summary of the Emergency Response plans for the Services listed in this document. Wordcount: 939
6.File: Service Outage Analysis.doc - Summary: The purpose of this document is to provide a structure approach in helping improve end to end service availability for a selected Service or a set of Infrastructure components. Wordcount: 985
7.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
8.File: 09 Tool Requirements Template and Planner.doc - Summary: To successfully implement 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: 2744
9.File: 02 Service Desk Skills.doc - Summary: For instance, a Service Desk Analyst on a Skilled or Expert Service Desk (Level 3 Apply) may also be applying the skill sets on the same responsibility level for IT operations, problem management, configuration management, and service level management in varying degrees. Wordcount: 2418
10.File: 02 Availability Requirements.doc - Summary: Use this section to describe any and all information that needs to be supplied with regards to serviceability of the Service and its components. Wordcount: 1800
11.File: 07 Salvage Plan Template.doc - 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: 938
12.File: 08 Capacity Plan.doc - Summary: User profiles can be created to identify the demands of different roles in the process and how many people in each role is expected: a management role will probably have more rights in a process then a technician, but more technicians will likely be using the process at any given time. Wordcount: 2891
13.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
14.File: 14 Known Error Template.doc - Summary: Known Errors can first be identified as incidents which have been handled over to Problem Management because the root cause is unknown or the impact is significant to render investigation. Wordcount: 1062
15.File: 02 Security Service Requirement.doc - Summary: The purpose of this document is to provide the <> with a structure for gathering pertinent information regarding Security Requirements.Wordcount: 1577
16.File: 04 Security Incident Template.doc - Summary: For the purpose of this document, a Security Incident Ticket will be defined as a ticket to record information regarding any security issues. Wordcount: 1771
17.File: 01 Change Policy.doc - Summary: In the real world, IT change management is simply one change management process which may be at play in any scenario: change management processes owned and managed by customers, suppliers, and even internal processes for projects can also exist and require some interface with the IT change management process. Wordcount: 1968
18.File: 02 Release Policy.doc - Summary: In practice, application development teams may own and manage a RDM process while hardware support teams may have their own RDM process, and so on, because the context of the types of releases will vary how specific activities are performed: different processes allow the disciplines to move beyond a generic process which tries to fit all circumstances. Wordcount: 1368
19.File: 04 Release Packages.doc - Summary: The definition and scope of the release unit should be addressed in the Release Policy; this information is crucial for establishing release packages as a release package will define what release units will be part of the release. Wordcount: 1799
20.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
21.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
22.File: 01 Service Desk Technology.doc - Summary: Do you want the management tool to have the option to define and register a basic configuration and to save this separately (e.g. registration of the structure of (a part of) the IT infrastructure in a stable situation, so this can be consulted)?Wordcount: 4027
23.File: 02 Service Desk-Knowledge Management.doc - Summary: Understanding that the end user has called in several incidents with the same symptoms and steps to resolution provides the Service Desk Analyst a clue that some other cause must be addressed, which may be out of scope for incident management but not for problem management.Wordcount: 1655
24.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
25.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
26.File: 03 Perspectives on Requirements.docx - Summary: The customerÎ«_s perception of the service is consistent with the designed, and actual, performance of the service, but they have greater expectations on the service: in this circumstance, new expectations need to be set for the customer. Wordcount: 3627
27.File: 03 Process Mapping.docx - Summary: Analysis can be done on individual incidents over a time period and provide more detail, but for understanding how Value Add charts can be used effectively, collapsing incidents into meaningful categories is helpful: this allows us to delineate between hardware-based incidents and other type of incidents. Wordcount: 5975
28.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
29.File: 04 Request For Change (RFC) Template.docx - Summary: For the purpose of this document, an RFC will be defined as a ticket to record information regarding any request that results in changes to the IT Infrastructure. Wordcount: 2783
30.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
This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Configuration Item.
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 Configuration Item toolkit:
1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Configuration Item
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