The Proactive Problem Management Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to manage Proactive Problem Management in your organization with 16 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Proactive Problem Management 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 Proactive Problem Management 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 Proactive Problem Management 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 or management.

The Complete Proactive Problem Management Toolkit Includes the following 16 resources:

1.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

2.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 MBF <>as an input into their final ITSM Tools Requirement document. Wordcount: 14194

3.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 Ϋ’—_so if further incidents or problems arise, they can be identified and the service restored more quickly.Wordcount: 3946

4.File: problem v4.doc - Summary: The goal of Problem Management is to minimise the adverse impact of Incidents and Problems on the business that are caused by errors within the IT Infrastructure, and to prevent recurrence of Incidents related to these errors.Wordcount: 590

5.File: problem v5.pdf - Summary: Problem Management enables a better first time fix rate of Incidents at the Service Desk, achieved via the capture, retention and availability of Incident resolution and Work-around data within a knowledge database available to the Service Desk.Wordcount: 1339

6.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

7.File: PROB6600 PrbMgt Process Manager.doc - Summary: Semi-Technical ability in being able to read data from the Configuration Management process that will help with the identification of potentially affected items involved in a problem or known error. Wordcount: 399

8.File: Service Catalog 2.doc - Summary: ACME IT personnel who provide this service will function as part of a development team and will be expected to provide work products as required by the development project and to complete their work as required by the project schedule.Wordcount: 7167

9.File: Process Summary - Problem Management.doc - Summary: The procedures for problem management contain a number of the same activities as for the incident management process including recording, classification, updating, escalation, resolution and closure. Wordcount: 389

10.File: ISO-IEC 20000 Professional Program Support of IT Overview.pdf - Summary: The ISO 20000 Professional Program Ϋ’—_ Support of IT Services According to ISO/IEC 20000 is a 2 day program that offers extensive teachings of the standard and ultimately prepares participants for the associated certification. Wordcount: 686

11.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

12.File: Help 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: 3661

13.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

14.File: Service_Design_Capability_Assessment_Questionnaire.docx - Summary: While the focal point of Capacity Management is to ensure adequate performance and capacity of IT services are being developed and already delivered, there are many supporting elements including IT components, product and software licenses, physical sites, human resources and third party products that will all need to be managed appropriately for this goal to be achieved. Wordcount: 8816

15.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

16.File: Problem 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: 521

This toolkit includes a variety of electronic documents that provide a head start for the implementation, management, education and awareness for Proactive Problem Management.

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 Proactive Problem Management toolkit:

1. Contains 16 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Proactive Problem Management

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