theartofservice

Many IT decision-makers, Strengthen their relationships with business peers in response to economic conditions. They make sure they are not being pushed back into more of a support role. IT has the opportunity to move beyond the oft-cited, overly simplistic mantra of “keep the lights on, and do it for less” to a strategy of creating substantive, lasting value. Smart IT Managers know that now is their chance to redefine IT’s value to the enterprise.

The Service Level Management and Help Desk Toolkit bundle does a excellent job of breaking down complex topics into easy to apply steps that are quick and informational. The toolkit bundle examines how IT is measured and how to make those metrics works for you. The toolkit bundle goes in depth about what factors to be aware of before implementing IT projects, and how to manage them once they are live.

Especially the strategic role of technologies, failure analysis, and process approach are vital to looking at before a company can fully implement an IT Service. The Toolkit bundle gives an framework for the implementation of an IT payoff in Service Level Management with SLA’s and Help Desk activities.

The framework goes through all the logical steps that need to be taken to really measure and show the payoff of IT investments. Throughout the toolkit good examples and templates are used to illustrate each important topics. Comprehensive examples are given to illustrate all the steps of the framework for implementing Service Level Management, SLA’s and a Helpdesk.

This Toolkit bundle shows how IT investments can be translated to positively impact the bottom line.

Included in the bundle

1 x Help Desk Tool Kit The Help Desk is Your Company’s First Point of Contact for IT Services The process of Help Desk Management is essential for day-to-day operations as it’s usually the single point of contact for most of the organization’s IT needs. Needless to say, most organizations today would grind to a screeching halt without the support of the help desk. Organizations look to the service desk for a wide variety of activities.

1 x The Service Level Management and SLA Toolkit ITIL Alignment Begins With Service Level Management Service Level Management is a key component of the ITIL Framework. Carefully planned and documented IT Service Management (ITSM) processes are becoming an increasingly important component in the delivery of higher customer satisfaction. The Service Level Mangement Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Level Management in your organization.

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Part 1 of 3

The evolution of the Internet has shown the power behind social networks. The power is so substantial that President Barack Obama tapped into the technology during his campaign to understand and respond to public opinion effectively. Many experts declare that his campaign’s use of the web was one of the drivers to his election.

Social networks consist of groupings of individuals in a variety of interests, causes, and issues. The intent of the grouping is to share, discuss, and promote the goals of the group. A single individual can belong to more than one grouping within the network.

Put the concept of social networking into a business context and the emergence of a new tool becomes available for companies looking to tap into their knowledge resources. Unlike the social networks found on the web, the business implementation of the concept is focused on two objectives: encouraging collaboration and finding innovation. How is a social network created?

A social network can be created using any tool or methods. There are social networking applications that are available for purchase by any company. Whatever the tool and methods used, the most effective social networks build on enabling three prime opportunities: participation, identification, and creativity. Building on these opportunities will allow success in any social network.

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Now that the process has been implemented, it’s time to refine the process through improvements. But has expectations been set for making those improvements. The point is, the work has just begun. All the work that was done with planning, designing, and implementing the process has to be repeated with each improvement.

Business is always changing, but if the organization is unwilling to keep up with that change, your efforts will fail along with the process. The first thing to do is keep promoting the process at every opportunity, especially getting reactions to the process from people involved. Make sure that the team is aware of the importance improving the process is to the business. Use metrics to identify how the process is performing and where it may be weak. If it is performing as expected, set goals for increasing the baseline. Be proactive, not reactive to change.

Make sure the requirements to the process reflect the changing environment. To help the organization get used to change, make initial improvements small in scope and effort. Incremental changes that take no more than ninety days to implement are easier to handle. To build confidence, create some realistic milestones to measure progress and make them.

Process management begins and ends with understanding the current and future needs of the environment: management, employees, and customers. Stay on top of the business and make improvements to move your organization into the future.

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Some companies may decide that the best approach to process improvement is to utilize provider skills in these methods. This outsourcing can be very beneficial for the small companies that don’t have the resources or skills to manage the effort themselves. However, using an outside party to improve the processes of the business needs to carefully handled.

The truth is that no one knows your product or your customers the way you do. Given that, an outsourced provider can provide an objective perspective on how to do business because they are not intimately involved in the day-to-day activities. This objectivity can identify improvement opportunities that would not be noticeable by someone working within the processes. Outsourced providers are also not constricted by learned cultural behaviors that are sometimes present in long standing organizations. In many cases, an outside “expert” can influence change more effectively.

When engaging an outside provider to manage process improvements in your business, make sure that they are competent. Ask for credentials and references. Ease them into the organization by giving them specific business lines instead of the whole picture. Instead of totally outsourcing the effort, use an approach that allows the provide to do their work without giving them the authority to adversely impact your business.

Expert advice on process improvements is crucial at times. Using it properly is critical.

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Who Knew ITIL Certification E-Learning This Quick and Easy Could Make You Look This Good.

“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.”

On-demand eLearning: Don’t pay over $ 3,000.00 for a 5 day class room based course - you’re out of touch with your work for 5 days and including the course fee: the costs are insurmountable - take the online learning option instead and study at your own pace.

Course Description:

This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery.

The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

This course is designed using an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Certificate Operational Support and Analysis.

Learning Objectives: At the end of this course, the learner will gain competencies in:

• Understanding Service Management as a Practice, Service Operation principles, purpose and objective
• Knowing the important role of Operational Support and Analysis in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Operational Support and Analysis processes
• The application of Operational Support and Analysis processes, activities and functions to achieve operational excellence
• How to measure Operational Support and Analysis performance
• The importance of IT Security and how it supports Operational Support and Analysis
• Understanding technology and implementation requirements in support of Operational Support and Analysis
• The challenges, critical success factors and risks related with Operational Support and Analysis

As well as preparing participants for the exam.

Audience: The Operational Support and Analysis Capability course will be of interest to:

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals and / or operational staff who require a comprehensive practical understanding of the Operational Support and Analysis processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Event Management Process, Incident Management Process, Request Fulfilment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management
• IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

Benefits:

By developing participants’ knowledge regarding the ITIL framework it will enable:

• The establishment of a common language between the business and IT.
• Readiness for Operational Support and Analysis implementation and maintenance
• Consistency in support of IT Services.
• Staff better understand their role within the entire Service Lifecycle

Pre-requisites:

ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation Certificate plus Bridge Certificate. It is highly recommended that you read the Operational Support and Analysis book prior to commencement of this program.

Delivery:

The program combines short presentations supported by accredited trainer audio.  There are also quizzes and exercises (marking scheme provided) to ensure learners are testing their knowledge and competency  to enhance understanding of key concepts. Revision questions and a mock examination help to prepare for the multiple-choice APMG/EXIN examination.

This program is an eLearning Program.

Program Materials

• Access to presentation with trainer audio
• The Art of Service Operational Support and Analysis Book
• Exercises + Answers (where applicable)
• Mock Exam questions

About the Examination and Certification:

• Completion of the Operational Support & Analysis Capability course from an Accredited Training Provider (The Art of Service) is required to sit the exam.
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the ITIL® v3 Service Operation book in preparation for the examination.
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

Pass score is 28/40 or 70%

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