ITSM Toolkit

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Save time, empower your teams and effectively upgrade your processes with access to this practical ITSM Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any ITSM related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated ITSM specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the ITSM Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 994 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which ITSM improvements can be made.

Examples; 10 of the 994 standard requirements:

  1. Is your organization required to meet specific regulatory standards which define security requirements, including complete audit trails within your ITSM system?

  2. Is it your intention that formal ITSM process policies, processes and work instructions will be in place prior to training development activities?

  3. Are all of the ITSM processes currently in use, and familiar to the IT users, or are the ITSM processes being introduced for the first time?

  4. What cloud computing consideration covering potential pitfalls would be complete without covering any regulatory and / or legal aspects?

  5. What audit information do you need in order to establish what events occurred, the sources of the events, and the outcome of the events?

  6. What internal and external environmental factors influence your organizations selection of specific performance metrics for ITSM?

  7. Where does your organization currently support or plan to support an integrated view of business and IT process workflows?

  8. Will future software releases and updates to all applications be provided as part of regular software maintenance fees?

  9. Is there an ITSM solution as Remedy, or ServiceNow in use to manage and track remedial actions initiated from the SOC?

  10. Will your administrator need to generate task lists for help desk staff or will the system manage tasks automatically?


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the ITSM book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your ITSM self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the ITSM Self-Assessment and Scorecard you will develop a clear picture of which ITSM areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough ITSM Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage ITSM projects with the 62 implementation resources:

  • 62 step-by-step ITSM Project Management Form Templates covering over 1500 ITSM project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Quality Management Plan: Contradictory information between different documents?

  2. Activity Duration Estimates: What questions do you have about the sample documents provided?

  3. Activity Attributes: Has management defined a definite timeframe for the turnaround or ITSM project window?

  4. Lessons Learned: How effective were the techniques used to prepare you and your organization for the impact of the changes brought about by the product or service produced by the ITSM project?

  5. Change Request: How can you ensure that changes have been made properly?

  6. Lessons Learned: How much flexibility is there in the funding (e.g., what authorities does the program manager have to change to the specifics of the funding within the overall funding ceiling)?

  7. Activity Duration Estimates: Is the work performed reviewed against contractual objectives?

  8. Variance Analysis: Are there changes in the overhead pool and/or organization structures?

  9. Cost Management Plan: Is your organization certified as a supplier, wholesaler and/or regular dealer?

  10. Scope Management Plan: Has adequate time for orientation & training of ITSM project staff been provided for in relation to technical nature of the application and the experience levels of ITSM project personnel?

 
Step-by-step and complete ITSM Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 ITSM project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 ITSM project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 ITSM project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 ITSM project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 ITSM project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 ITSM project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any ITSM project with this in-depth ITSM Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose ITSM projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in ITSM and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make ITSM investments work better.

This ITSM All-Inclusive Toolkit enables You to be that person.

 

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.