Service Operation Toolkit

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Partner with the commodity leaders in Business/Operations (Biz/Ops) to negotiate contractual terms in support of Service Operations Business Requirements in the areas of cost, continuity of supply, quality, and warranty.

More Uses of the Service Operation Toolkit:

  • Audit: plan, organize and direct the activities of all appropriate Service Operations, and allocate personnel and resources to optimize departmental efficiency and effectiveness.

  • Lead team Problem Solving efforts and offer ideas to solve client issues Improve Customer Service Operations and develop cost effective Supply Chain acquisition solutions.

  • Secure that your team supports the creation and maintenance of the as built architectures to support Service Transition and Service Operation.

  • Ensure Service Operations, Knowledge Management, Continuous Improvement or Problem Management, service level and Availability Management are operationalized across the team.

  • Head: advocate internally to engineering/product groups the importance of partnership with your release, security, and Service Operations teams.

  • Develop Service Operations team to deliver high value add service and solutions that meet the defined profitability and Customer Satisfaction levels of the business.

  • Help develop and leverage Service Operations and desk best practices, ITIL Service Management framework, and Problem Management to drive a continual Process Improvement culture.

  • Provide documentation for Risk Management Framework (RMF) requirements and transition of projects to Service Operations.

  • Drive: work directly with Service Operations, product, and vendor teams to resolve, prevent, and eliminate customer technology issues.

  • Ensure your operation complies; plans and directs the function of planned and unPlanned Maintenance and the tracking of product through the Service Operations process.

  • Arrange that your planning contributes to the development of new or the refinement of existing critical Service Operations and/or Service Transition processes.

  • Maintain the quality and accuracy of Customer Service Operations, with the common goal of putting the customer first.

  • Identify: work closely with other members of Service Operations team, Service Design and Service Transition personnel and other IT technical and applications staff.

  • Manage day to day IT Operations processes pertaining to IT Service Operations, IT engineering activities and Continual Service Improvement across customer enterprise.

  • Develop Service Operations team to deliver high value add services and solutions that meet the defined profitability and Customer Satisfaction levels of the business.

  • Manage outcome based delivery model via outsourced partner leveraging technical leadership to pre defined desired Service Operations outcomes.

  • Assure your business complies; designs commercial grade IT Service Operations, Environment Management, Architecture, and Asset Management processes for consumption by government customers.

  • Improve your organizations analysis, segmentation and Predictive Modeling capabilities to drive increased performance and efficiency of sales and Service Operations.

  • Organize: terminology used to disseminate information and to prepare written documents related to technical Service Operations.

  • Supervise: actively contribute to the development of existing and new IT process and procedures to enhance Service Transition and Service Operation lifecycle stages.

  • Administer the directory Service Operations, the capacity of systems and services, and the intranet and extranet hosting Service Operations.

  • Arrange that your group determines best means to deploy and support products, on a project basis, as they move from the Service Transition to Service Operation.

  • Be accountable for the ITIL Service Operation Policies, Processes, and Procedures, its review and revisions, and report on performance using a range of KPIs and metrics.

  • Coordinate: by optimizing field Service Operations, customers across all industries can better manage the complexities of service, support faster growth and run more profitable, outcome centric businesses.

  • Itil knowledge for methods and processes (IT service strategy, Service Design it, IT Service Transition, Service Operation it, it Continual Service Improvement), Service Level Agreement.

  • Evaluate and improve techniques for monitoring and control of Service Operations, Service Quality, reliability, scalability, and security.

  • Control: effectively lead and motivate client engagement teams and provide technical leadership in the IAM Service Operations and delivery.

  • Direct: work hand in hand with Service Operations to develop, retrieve, and utilize field data to continually improve your products and reduce your warranty costs.


Save time, empower your teams and effectively upgrade your processes with access to this practical Service Operation Toolkit and guide. Address common challenges with best-practice templates, step-by-step Work Plans and maturity diagnostics for any Service Operation 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 Service Operation specific requirements:

STEP 1: Get your bearings

Start with...

  • The latest quick edition of the Service Operation 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 999 new and updated case-based questions, organized into seven core areas of Process Design, this Self-Assessment will help you identify areas in which Service Operation improvements can be made.

Examples; 10 of the 999 standard requirements:

  1. How can auditing be a preventative security measure?

  2. Who approved the Service Operation scope?

  3. What goals did you miss?

  4. Do you identify any significant risks or exposures to Service Operation thirdparties (vendors, Service Providers, alliance partners etc) that concern you?

  5. Is the Service Operation risk managed?

  6. Who do you think the world wants your organization to be?

  7. How is the way you as the leader think and process information affecting your organizational culture?

  8. How would you define Service Operation leadership?

  9. How is the data gathered?

  10. How frequently do you track Service Operation measures?

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 Service Operation book in PDF containing 994 requirements, which criteria correspond to the criteria in...

Your Service Operation 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 Service Operation Self-Assessment and Scorecard you will develop a clear picture of which Service Operation 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 Service Operation 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 Service Operation projects with the 62 implementation resources:

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

Examples; 10 of the check box criteria:

  1. Cost Management Plan: Eac -estimate at completion, what is the total job expected to cost?

  2. Activity Cost Estimates: In which phase of the Acquisition Process cycle does source qualifications reside?

  3. Project Scope Statement: Will all Service Operation project issues be unconditionally tracked through the Issue Resolution process?

  4. Closing Process Group: Did the Service Operation project team have enough people to execute the Service Operation project plan?

  5. Source Selection Criteria: What are the guidelines regarding award without considerations?

  6. Scope Management Plan: Are Corrective Actions taken when actual results are substantially different from detailed Service Operation project plan (variances)?

  7. Initiating Process Group: During which stage of Risk planning are risks prioritized based on probability and impact?

  8. Cost Management Plan: Is your organization certified as a supplier, wholesaler, regular dealer, or manufacturer of corresponding products/supplies?

  9. Procurement Audit: Was a formal review of tenders received undertaken?

  10. Activity Cost Estimates: What procedures are put in place regarding bidding and cost comparisons, if any?

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

1.0 Initiating Process Group:

2.0 Planning Process Group:

  • 2.1 Service Operation Project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 Service Operation 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 Service Operation 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 Service Operation 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 Service Operation project or Phase Close-Out
  • 5.4 Lessons Learned



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

In using the Toolkit you will be better able to:

  • Diagnose Service Operation 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 Service Operation 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 Service Operation investments work better.

This Service Operation 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.