The Incident Record Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to implement Incident Record in your organization with 22 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Incident 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 Incident 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 Incident 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 Incident Record Toolkit Includes the following 22 resources:

1.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

2.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

3.File: 04 Service Desk-Implementation Plan & Project Plan.doc - Summary: Ultimately, we do want the new Service Desk to become the way things are done around here, so it may even be best not to set specific launch dates as this will set the expectation that from the given date all issues relating to the Service Desk will disappear (not a realistic expectation).Wordcount: 2170

4.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

5.File: 04 Principles of Data Collection.docx - Summary: For instance, if the customer requirements for incident management state an 80% First Call Resolution, then the measurement of all incidents resolved at the Service Desk would contribute strongly to these requirements, but measuring the number of incidents escalated would have a moderate or weak contribution to the requirement.Wordcount: 3443

6.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

7.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

8.File: CONMGT4100 CMDB Design document.doc - Summary: Ability to support and hold information on CIÕs 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

9.File: CONMGT3800 Identification Guidelines.doc - Summary: If a Configuration Item is regarded as Òslightly differentÓ from a related CI, and if problems that would affect one are likely to flow through to the other (or changes to one should probably be made to the other) then using a ÒvariantÓ is most likely acceptable. Wordcount: 674

10.File: INC8200 Implementation Plan_Project Plan.doc - Summary: Ultimately we do want the new process to become the way things are done around here, so it may even be best not to set specific launch dates, as this will set the expectation that from the given date all issues relating to the process will disappear (not a realistic expectation).Wordcount: 1914

11.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

12.File: Service Operation Processes Fact Sheet.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: 3946

13.File: incident v5.0.pdf - Summary: To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.Wordcount: 1202

14.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

15.File: PROB7100 Problem Management Powerpoint.ppt - Summary: minimises the adverse effect on the business 
of Incidents and Problems
caused by errors in the IT infrastructure, 
and to proactively prevent the occurrence 
of Incidents, Problems and errors.Wordcount: 638

16.File: SD9200 Implementation Plan_Project Plan.doc - Summary: Ultimately we do want the new Service Desk to become the way things are done around here, so it may even be best not to set specific launch dates, as this will set the expectation that from the given date all issues relating to the Service Desk will disappear (not a realistic expectation).Wordcount: 1995

17.File: v0.1 itsm exam paper.doc - Summary: Generally for all processes look at objectives, scope, relationships and interfaces between the topics; terms of reference for feasibility studies; planning, management and implementation procedures; dependencies, staffing aspects an timing; post-implementation and audit procedures; benefits, costs and common problem areas; software tools; reporting for management control; mission statements; management metrics and key performance indicators; service sourcing issues. Wordcount: 615

18.File: 02 Help 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 Help 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

19.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

20.File: 04 Implementation Plan & Project Plan.doc - Summary: Ultimately, we do want the new Help Desk to become the way things are done around here, so it may even be best not to set specific launch dates as this will set the expectation that from the given date all issues relating to the Help Desk will disappear (not a realistic expectation).Wordcount: 2170

21.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

22.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

This toolkit includes a variety of electronic documents that provide a head start for the implementation, education and awareness for Incident 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 Incident Record toolkit:

1. Contains 22 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Incident 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