The Process Owner Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to manage Process Owner in your organization with 30 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Process Owner 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 Process Owner 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 Process Owner 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 Process Owner Toolkit Includes the following 30 resources:

1.File: Risk Assessment Template.doc - Summary: Scope for the assessment 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: 800

2.File: 01 Service Management Policy Template.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: 1109

3.File: 02 Service Management Plan.doc - Summary: It is necessary to identify the service management processes developed to support service delivery, their purposes, and how they relate to each other and the other components (policies, tools, and controls) of the service management system. Wordcount: 2056

4.File: 03 Business and IT Service Mapping.doc - Summary: List the important activities and/or events that occur as part of the alternative path for this process, beginning with a note on where the alternative path breaks off from the standard path, and ending with a note on where the alternative path rejoins the standard path, if it does. Wordcount: 2460

5.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

6.File: 08 Service Definition.doc - Summary: They may find that their strength is in supporting a specific customer asset type, such as processes or financial assets; or they have greater competency in supporting all customer assets through a reporting service.Wordcount: 2654

7.File: 10 Service Agreements.doc - Summary: Dealing with individual services has the greatest level for flexibility in managing service levels, but creating individual agreements for each service provision has the potential to create conflicting obligations with customers who have multiple services, or a service which is provided to multiple customers. Wordcount: 2309

8.File: 11 Service-Based SLA Template Example.doc - Summary: It is the process by which the service provider and customer will define and agree on the scope and outcomes of a service, as well as review the performance of the service against agreed targets.Wordcount: 2079

9.File: 12 Customer-Based SLA Template Example.doc - Summary: This document serves as a GUIDE FOR THE CREATION OF AN AGREEMENT BETWEEN THE SERVICE LEVEL MANAGEMENT PROCESS OWNER AND THE CUSTOMER OF IT SERVICES (Covering all the IT Services they use). Wordcount: 2068

10.File: 01 Architecture Principles.doc - Summary: This document will provide a format for documenting an architecture principle which is suggested in TOGAF 9.1, as well as a list of common principles found across several enterprise architectures. Wordcount: 1715

11.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

12.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

13.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

14.File: 08 Managing Change Effectively.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: 1691

15.File: 09 Organizational Change.doc - Summary: To ensure that motivation is retained, changes are accepted and the program stays on track to reach the desired long-term goals, those responsible for the change should plan for and target a range of goals, including short-term, medium-term and long-term wins. Wordcount: 2199

16.File: 10 Service Changes.doc - Summary: As part of the training package for the Service Desk, the transition team should include relevant information regarding testing and acceptance of the release, specifically related to any incidents, problems, and known errors which the end-user may experience. Wordcount: 1488

17.File: 12 Performance Improvement Plan.doc - Summary: Assuming an employee is already participating in the company-wide PDP process, the format and the expectation of the PIP should enable the supervisor and staff member to communicate with a higher degree of clarity about specific expectations. Wordcount: 1384

18.File: 13 360-Degree Feedback.doc - Summary: 360-degree feedback is a method and a tool that provides each employee the opportunity to receive performance feedback from his or her supervisor and four to eight peers, reporting staff members, coworkers and customers. Wordcount: 2278

19.File: 14 Topgrading.doc - Summary: Despite the complexities of employment law, the answer is to focus on the fundamentals: (1) perform thorough job analysis; (2) write job descriptions with behavioral competencies; (3) use nondiscriminatory language in employment applications, topgrading forms and guides, job advertisements and interviews; (4) use legally sound job offer letters; (5) avoid negligent hiring and retention claims; (6) use safe managing and firing practices; and (7) follow guidelines on how to topgrade outside the United States.Wordcount: 5339

20.File: 03 Availability Plan.doc - Summary: Accidental changes often occur when the machine is touched for legitimate reasons, like an update, but the machine is not kept in a workable state; usually because the change has not be fully planned, tested, or the procedures for the change have not been completed as documented.Wordcount: 2324

21.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

22.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

23.File: 03 IT Risk Assessment Planning.doc - Summary: In IT service management, all the planning, design specifications, testing, and monitoring can be applied to ensure that the service can be delivered safely and effectively to the customer under known and controlled conditions; however, there is always an element of uncertainty to beware. Wordcount: 1513

24.File: 06 Risk Assessment Questionnaire.doc - Summary: In IT service management, all the planning, design specifications, testing, and monitoring can be applied to ensure that the service can be delivered safely and effectively to the customer under known and controlled conditions; however, there is always an element of uncertainty to beware. Wordcount: 2229

25.File: 10 Conducting a Risk Management Review.doc - Summary: These costs fall into three broad categories: (1) property, income, lives, and other things of value damaged or destroyed in accidents; (2) the deterrence effects of potential accidental losses (the net benefits that could have been gained from activities no one undertook because they were judged to "risky"), and (3) the resources devoted to managing accidental losses (resources that could have been put to alternative uses had there been no possibility of any accidental losses, no loss exposures).Wordcount: 2768

26.File: 12 Risk Assessment Template.doc - Summary: The document has been designed to support you in implementing or improving capabilities in Risk Management This section provides instructions for how to use this document properly and should be deleted before publication in your environment. Wordcount: 1194

27.File: 01 Information Security Policy.doc - Summary:  Contractual Documentation Preparing Terms and Conditions of Employment Using Non-Disclosure Agreements (Staff and Third Party) Misuse of Organization Stationery Lending Keys to Secure Areas to Others Lending Money to Work Colleagues Complying with Information Security Policy Establishing Ownership of Intellectual Property Rights Employing/Contracting New Staff Contracting with External Suppliers/other Service Providers Employees' Responsibility to Protect Confidentiality of Data Confidential Personnel Data Respecting Privacy in the Workplace Handling Confidential Employee Information Giving References on Staff Checking Staff Security Clearance Sharing Employee Information with Other Employees Sharing Personal Salary Information Personnel Information Security Responsibilities Using the Internet in an Acceptable Way Keeping Passwords/PIN Numbers Confidential Sharing Organization Information with Other Employees Signing for the Delivery of Goods Signing for Work done by Third Parties Ordering Goods and Services Verifying Financial Claims and Invoices Approving and Authorization of Expenditure Responding to Telephone Enquiries Sharing Confidential Information with Family Members Gossiping and Disclosing Information Spreading Information through the Office Ϋ’—_Grape VineΫ’—_ Using E-Mail and Postal Mail Facilities for Personal Reasons Using Telephone Systems for Personal Reasons Using the OrganizationΫ’—_s Mobile Phones for Personal Use Using Organization Credit Cards Playing Games on Office Computers Using Office Computers for Personal Use HR Management Dealing with Disaffected Staff Taking Official Notes of Employee Meetings Staff Leaving Employment Handling Staff Resignations Completing Procedures for Terminating Staff or Contractors Obligations of Staff Transferring to Competitors HR Issues Other Recommending Professional AdvisorsWordcount: 3245

28.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

29.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

30.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

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

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 Process Owner toolkit:

1. Contains 30 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Process Owner

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