The Skms Toolkit

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This toolkit provides a wide variety of resources to boost your understanding and ability to manage Skms in your organization with 9 ready-to-use resources.

This toolkit is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Skms 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 Skms 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 Skms 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 Skms Toolkit Includes the following 9 resources:

1.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

2.File: 00 Service Desk Introduction Presentation.ppt - Summary: Tools not only support the outsourced Service Desk, but also the customers organization’s processes and business requirements.Wordcount: 385

3.File: Fact Sheet Glossary.doc - Summary: Maintainability: A measure of how quickly and effectively a CI or IT service can be restored to normal after a failure.Wordcount: 409

4.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

5.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 Ϋ’—_so if further incidents or problems arise, they can be identified and the service restored more quickly.Wordcount: 15687

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: 05 Help Desk-Skills.doc - Summary: For instance, a Help Desk Analyst on a Skilled or Expert Help 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: 1640

8.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

9.File: 01 Understanding Knowledge Management.ppt - Summary: The goal of the Knowledge Management Toolkit is to define what knowledge management is, how it can be used effectively by an organization, and support an organization’s attempt to develop its capabilities in knowledge management.Wordcount: 1084

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

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 Skms toolkit:

1. Contains 9 ready to use documents covering the Preparing, Planning, Designing, Implementing, Operating and Optimizing of Skms

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