The Emergency Change Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to implement Emergency Change in your organization with 13 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Emergency Change 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 Emergency Change 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 Emergency Change 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 Emergency Change Toolkit Includes the following 13 resources:

1.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

2.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

3.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

4.File: 07 Category Definition.doc - 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: 1613

5.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

6.File: CHG8000 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) Ð but also provide solutions on how the backlog can be cleared.Wordcount: 834

7.File: CHG8300 Category Definition.doc - Summary: A submitted change that has not been rejected, as the value of the change can be seen, however, the CAB or Change Manager is seeking additional clarity regarding specific points.Wordcount: 798

8.File: Example - KPI's of the value of Service Management.doc - Summary: Removing errors from the infrastructure and reduction of failed changes, improved understanding of business requirements and IT capability planning. Wordcount: 204

9.File: Service Transition Fact Sheet.doc - Summary: The Objective of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.Wordcount: 3326

10.File: change v5.0.pdf - Summary: The goal of the Change Management process is to ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes, in order to minimize the impact of Change- related Incidents upon service quality, and consequently to improve the day-to-day operations of the organization.Wordcount: 1445

11.File: factsheets in progress.doc - 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 Ðso if further incidents or problems arise, they can be identified and the service restored more quickly.Wordcount: 15687

12.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

13.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 Emergency Change.

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 Emergency Change toolkit:

1. Contains 13 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Emergency Change

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