Google was a very good search engine for two years before you started using it.

I got my ITIL Managers Certification almost 20 years ago. Many IT Managers and Professionals tried similar routes but it didn’t work right away. So they gave up. Blackberry is the most popular “phone” in the world because they never gave up.

The irony of ITIL is that the tactics work really quickly. You write a call script for a Help Desk and within a day resolution times are shortened. Bang.

But the strategy still takes forever. The strategy is the hard part, not the tactics.

I discovered a lucky secret the hard way about 25 years ago: you can outlast the other guys if you try. If you stick at stuff that bores them, it accrues. Drip, drip, drip you win.

We’ve all heard about the runaway success of ideas that seem to spread almost overnight, but those events are rare. In reality, success comes more like it did for 90s pop band Pulp, which lead singer Jarvis Cocker once described as “an overnight success that took 16 years”.

It still takes at least ten years to become a success, whatever you do. The frustrating part is that you see your tactics fail right away. The good news is that over time, (no not days, weeks or months but years) you get the satisfaction of watching those tactics succeed right away.

• The trap: Show up at a itSMF Meeting, invest two hours, be really aggressive with people, make some noise and then leave in disgust.
• The trap: Use all your money to strengthen your personal network and leave no money or patience for ITIL Expert Certification you’ll need to do.
• The trap: Read the blogs and fall in love with the quick wins and loose focus on the long-term investments that deliver real value.
• The trap: Jump from framework to framework, without achieving anything for the long term.

People want overnight successes. It’s natural. Ignore them; ignore that voice in your head. Listen instead to your real customers, to your vision, and invest in your ITIL v3 Certification for the long haul. Because that’s how long it’s going to take.

Every time, you pick up your ITIL Book and log into eLearning in your hotel room, and work on IT Service Management Skills for an hour instead of zoning out watching Idols, is another right decision, another small step towards excellence, and success.

Patience is really just making the decision not to quit over and over and over again.

We have 100 20 % Discount vouchers available for the first 100 purchases only at the links below.The first 100 buyers receive 20% discount on their ITIL v3 Intermediate certification when ordered here in the next 48 hours when you use the voucher code “itilsecret”  during checkout.

Most purchased ITIL v3 Intermediate eLearning by ranking:

ITIL V3 Operational Support and Analysis (OSA) Full Certification http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,837/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL V3 Release, Control and Validation (RCV) Full Certification http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,838/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL v3 Service Offerings and Agreements (SOA) http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,861/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL V3 Planning, Protection and Optimization (PPO) Full Certification http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,882/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL V3 Intermediate Lifecycle program: Service Strategy SS http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,911/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL V3 MALC - Managing Across the Lifecycle Full Certification http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,887/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL v3 Service Operation (SO) Certification http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,839/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL v3 Service Transition (ST) Certification http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,840/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL v3 Intermediate:Continual Service Improvement Lifecycle Program http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,910/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

ITIL v3 Intermediate Lifecycle program: Service Design SD http://theartofservice.com/page,shop.product_details/flypage,shop.flypage/product_id,912/category_id,12/manufacturer_id,0/option,com_virtuemart/Itemid,1.html

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Earn the ITIL V3 Foundation IT Service Management Certification Without interrupting your Career

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Implement the policies and procedures you need! – IT Professional’s Guide to Policies and Procedures

Learn How to Successfully Grow, Measure, Deliver and Optimize Your IT Services

Best Practices in IT Policies and Procedures Toolkit Handbook

• 10,933 Kb Zipped The Art of Service Tips
• 110+ Policy and Procedure Template Blueprints and Examples
• 9 Policy and Procedure areas
• Dramatically Increase development speed of your policies and procedures
• Improve implementations with the 112 blueprints
• 112 Policies and Procedures ready to use

All-New, One-Stop-Shop For IT Policies and Procedures Best Practices

The Art of Service’s ‘Best Practices’ in IT Policies and Procedures Handbook is the one-stop-shop guide on building a ‘best in class’ streamlined program, whether you’re managing an enterprise level IT department or a small business IT Crew. Forget about searching the hundreds (maybe even thousands) of white papers, reports and blog posts about organizing IT. We’ve done that for you. Think of the ‘Best Practices in IT Policies and Procedures Handbook’ as your comprehensive information bank of practical tactics and instructions based on proven IT Management, including:

• hundreds of  pages of research based IT Management information, tools and data
• Based on The Art of Service’s best IT Management Case Studies
• 10,933 Kb Zipped The Art of Service Tips
• 110+ Policy and Procedure Template samples
• 9 Policy and Procedure areas
• 112 Policy and Procedures ready to use FOR

• Senior IT management, who are looking for ways to develop strategies to maximize their ROI
• Mid-level IT Managers who need practical and proven ways to implement and direct their IT Procedures.
• (Junior) IT Professionals who need guidance on the fundamentals of all aspects of IT Management.
• IT departments so that you’ll have the go-to resource to best practices and training of new staff.

Here are 5 ways you’ll personally benefit from the Handbook:

1. Information – the basis for your IT Management decisions
2. Results – examples to emulate and inspire
3. Tools – checklists, worksheets, tables and spreadsheets to make your job easier
4. Confidence – tactics and strategies used successfully by other IT Managers
5. Power – the ability to think about IT Management differently

Practical How-tos from the Real World

There are a total of 112 documents in this toolkit:

They are broken up in to nine relevant folders that contain policy and process information on specific areas, such as Information Security policies, Email and Internet Usage policies etc.  There are a variety of document styles found within this toolkit such as PowerPoint presentations (5), PDF Documents (5), Word Documents (99) and Excel documents (3).  The contents of each folder are shown below.

Folder 1: Policies General this introductory information starts with the basics – 10 easy to follow rules for creating a policy.  There is also a very helpful, step by step guide to setting your Value, Vision and Mission Statements – making sure they work for you and identify what your organization stands for, how it wants to be seen, and how it wants to go forward.

Folder 1 Documents:

- Creating Policies

- Values, Vision and Mission Statements.

Folder 2: Recruitment, Training and Development this folder is packed full of resources which help and guide you through creating/ implementing/ improving policies within your organization.  Starting in the recruitment stages for internal and external applications, advice on interviewing, grading and selection policies, and moving on to the monioring, identification and recording of development needs for your staff. Finally, assessment and analysis of your organization’s behavior and leadership, and guide for managing change – with helpful checklists, assessments and templates – for specific areas in your organization, such as virtual teams.  There are two PowerPoint presentations in this folder. Presentations can be used to educate, as the basis for management presentations, or when making business cases for implementation.

This folder also contains role and responsbility descriptions for common roles required in IT (in accordance with the good practice methodology of ITIL version 3).

Folder 2 Documents:

- Topgrading

- Internal Job Application for Job

- Job Candidate Evaluation

- Example – Performance Management-P D Plan Format

- Performance Management Process Checklist

- Performance Improvement Plan

- 360 Degree Feedback

- Motivation

- Develop your leadership skills

- Presentation  – Managing Change

- Managing Change Effectively

- Mapping Responsibilities

- Virtual Teams – A New Model

- Myths and Realities of Virtual Teams

- Presentation  – Organizational Behaviour and Leadership

- Organizational Behaviour Survey

- Roles and Responsibilities for ITILv3 (32 documents ordered by Service Lifecycle phase).

Folder 3: Information Security this folder specifically relates to the policies around Information Security Management and the corresponding policies.  It starts with an example Information Security Policy that is a user-friendly guide to creating your own policy – explaining all the essentials to include and guidance on supporting content.  This folder contains lots of templates that you can easily use and adapt within your own organization.  The review documents have been designed using the Information Security process requirements for ITIL v3.  This assessment will enable you to identify the gaps in your current policies and processes.

Folder 3 Documents:

- Example Information Security Policy

- Communication Plan

- CRAMM

- Implementation Plan_Project Plan

- Objectives and Goals

- Policies objectives scope

- Reports, KPIs, other metrics

- Security Audit Template

- Security Incident Template

- Security Management Review Doc

- Security Process Manager Document

- Security Service Requirement

- Security Management – Roles and Responsibilities

Folder 4: Data Rentention Policies

this folder gives concise and complete advice for creating a data retention policy. It includes a nine page document that explains the necessity for having this policy, as well as step-by-step considerations and advice to enable you to create your own, organization-specific policy.  There are also two examples of working data retention policies, to help you.

Folder 4 Documents:

- Guidelines for Building an Electronic Data Retention Policy

- Example – Uni of Massachusetts – Records Mgmt Data Retention Standards

- Example – Adams State College Data Handling and Storage Policy.

Folder 5: Email and Internet Usage policies this folder has stacks of helpful advice on creating policies for email and Internet usage – starting with another step-by-step guide, to drafting your policy, case studies and advice on pitfalls to avoid, and more working examples of policies and good practice to guide you, with your creations.

Folder 5 – Documents:

- E-mail and Internet Usage – How to draft the policy!

- Workplace e-mail and Internet use -  employees and employers beware

- EXAMPLE – AITP Model Electronic Mail  (E-mail) Policy

- EXAMPLE – Electronic-Mail and Voice-Mail Use Guidelines

- EXAMPLE – Notre Dame Australia Policy – Email and Internet Usage - Finance and Administration Agency Guide to Best Practice – Email and Internet Usage.

Folder 6: Instant Messaging Policies this information is specifically focused on instant messaging and accompanying security considerations such as viruses etc.  There is a step-by-step guide to creating your organization-specific policy and thirty two rules.  In addition, there is an example of a working policy and a template policy for you to use as guidance, to adapt and compare.

Folder 6 – Documents:

- IM Viruses and Security

- Thirty-Two Instant Messaging Rules – Best Practices to Keep You in Business and out of Court.

- EXAMPLE Instant Messaging Policy

- EXAMPLE TEMPLATE – Instant Messaging Use Policy.

Folder 7: Change Management this folder focuses on change management, and once again has been designed in accordance with the process found within, the ITIL v3 framework.  Begininning with a PowerPoint presentation, which explains the process requirements, this folder also includes many templates and plans to aid you in creating/ adapting and implementing policies and procedures within your organization.  This folder also includes another review document to assess the maturity of the change management processes, policies and procedures in your organization and point you in the right direction for improvement.

Folder 7- Documents:

- Change Management ITILV3 Presentation

- Business Justification document

- Reports, KPIs, other metrics

- CAB Meeting minutes

- Category Definition

- Change Schedule template

- Communication Plan

- Example Contents of Change Documentation

- Example Request for Change Workflow

- Implementation Plan_Project Plan

- Policies objectives scope

- CHG Review Doc

Folder 8: Managing Risk this information focuses on risk management for Information Technology, specifically continuity management.  Once again, starting with two PowerPoint presentations, dealing with risk management, and in particular how to do this when managing projects.  There are lots of templates, assessments and plans to guide you through creating/adapting and implementing policies and procedures within your organization.

Folder 8 – Documents:

- Risk Management - Project Management

- Risk Management -  Prince2

- Checklist on assignment of risk ownership

- Conducting a Risk Management Review

- CRAMM

- Generic Project Risk Assessment

- IT Risk Assessment Planning

- IT Risk assessment scoresheet

- Communication Plan

- E-Mail Text

- Business Impact Assessment

- Business Continuity Strategy

- Reciprocal Arrangements

- Emergency Response Plan

- Salvage Plan Template

- Management of Risk Framework M_O_R

- Risk Assessment and Control Form

- Risk Assessment Questionnaire

- Risk Management Framework

- Typical contents of a Recovery Plan

Folder 9 Travel and Expenses The final folder concentrates on building policies for staff expenses, and allows you to assess whether your current expenses policy measures up.  There is practical advice on how to write a policy from scratch or to improve policies already in place.  There is an audit program to help you identify gaps and examples of working polcies and forms.

Folder 9 – Documents:

- A Guide to Expense Policies (UK FORMAT)

- Travel and Expense Policy Audit Program

- Example Expenses Policy – Staffordshire University

- Example Copy of Employee Reimbursement form

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Bestselling New Release Service Catalog Management Book.The first edition of this book is regarded as a classic in its field. Now, in an expanded and updated version of The Art of Service’s book, the authors once again present a step-by-step guide to Service Catalog Management. Service Catalog 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 Catalog Process Management Templates and Examples Workbook provides a wide variety of resources to boost your understanding and ability to implement and manage Service Catalog Management in your organization. This book covers Service Catalog fundamentals; the use of Service Catalogs as a core IT tool covering the services themselves, default capabilities, measures and primary means of access and provision. It then shows how this tool is pivotal in demonstrating the value IT provides to facilitate business operations. Put together by The Art of Service’s industry experts and using real case studies, this valuable kit takes the reader beyond the theoretical to focus on the real business benefits of Service Catalogs and how to implement them successfully within an organization. Considering the increasing number of IT Professionals and their Organizations who want to be actively involved in IT Service Management, this book, which paves the way for a strong Service Catalog Foundation, should do at least as well as the first edition, which is a bestseller. Table of Contents 1 TABLE OF CONTENTS 4 2 INTRODUCTION 6 3 SERVICE CATALOG MANAGEMENT 7 3.1 PURPOSE, GOAL, OBJECTIVE 7 3.2 SCOPE 7 3.3 THE VALUE OF SERVICE CATALOG MANAGEMENT 8 3.4 POLICIES, PRINCIPLES AND CONCEPTS 9 3.5 KEY ACTIVITIES 13 3.6 INPUTS, OUTPUTS AND INTERFACES 14 3.7 INFORMATION MANAGEMENT 15 3.8 CRITICAL SUCCESS FACTORS 15 3.9 KEY PERFORMANCE INDICATORS 15 3.10 CHALLENGES 16 4 SERVICE LEVEL MANAGEMENT 18 4.1 GOALS AND OBJECTIVES 18 4.2 BENEFITS 19 4.3 SERVICE LEVEL AGREEMENTS 21 4.4 SERVICE LEVEL MANAGEMENT ACTIVITIES 26 4.5 TRIGGERS AND INTERFACES 34 4.6 KPIS 35 4.7 EXAMPLE SERVICE LEVEL AGREEMENT 37 5 SERVICE PORTFOLIO MANAGEMENT 43 5.1 GOALS AND OBJECTIVES 45 5.2 SCOPE 45 5.3 BENEFITS 48 5.4 SERVICE PORTFOLIO MANAGEMENT METHODS 49 5.5 DEFINE 51 5.6 REFRESHING THE SERVICE PORTFOLIO 61 6 SUPPORTING DOCUMENTS 63 6.1 POLICIES, OBJECTIVES AND SCOPE 64 6.2 DETAILED OBJECTIVES AND GOALS 68 6.3 BUSINESS AND IT SERVICE MAPPING 73 6.4 SERVICE CATALOG 87 6.5 SERVICE CATALOG TEMPLATE 98 6.6 SERVICE CATALOG PART TWO 118 6.7 PRICE LIST 137 6.8 SERVICE OPTIONS 141 6.9 BUSINESS JUSTIFICATION 151 6.10 COMMUNICATION PLAN 157 6.11 BUSINESS AND IT FLYERS 165 6.12 EMAIL TEXT 169 6.13 PROJECT PLAN SKELETON OUTLINE 173 7 GLOSSARY 182 8 REFERENCES 195 8.1 FURTHER READING 195 INDEX

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51 ITIL V3 Process Mind Maps - The ITIL V3 Factsheet Benchmark Guide

The ITIL V3 Factsheet Benchmark Guide

• 100% re-researched edition includes 5 Lifecycle phases, 19 Processes, 4 Functions, 51 Mindmaps and 29 other diagrams
• 150 hours of work poured into 132 pages of real life data for this Guide
• Download your copy instantly
• 100% Satisfaction Guaranteed

Known as the “ITIL V3 Encyclopedia”, The Art of Service’s Guide brings you exclusive data for all ITIL V3’s 19 processes, plus implementation advice, supporting info and related processes help into one handy Guide for you.

Use our 51 MindMaps and 19 tables of ITIL data to:

• Compare your ITIL approach to your competitors’ and best practice
• (Re)design your ITIL processes and activities to improve results — based on The Art of Service’s new extensive MindMaps
• Get more insight in the processes activities
• Convince your boss (or client) to OK your implementation ideas and budget
• Discover if the new ITIL processes and activities or other advanced tactics are worth applying for your organization
• Find out how relations between processes differ by process (lots of data.)

This 100% re-researched 2007 Guide is not just one solitary study, but contains the results of dozens of research studies. Just have a look at the table of contents listing all processes and activities covered

SIX key areas included:

Service Strategy Processes

• FINANCIAL MANAGEMENT FOR IT SERVICES
• SERVICE PORTFOLIO MANAGEMENT
• DEMAND MANAGEMENT

Service Design Processes

• SERVICE CATALOG MANAGEMENT
• CAPACITY MANAGEMENT
• AVAILABILITY MANAGEMENT
• IT SERVICE CONTINUITY MANAGEMENT
• INFORMATION SECURITY MANAGEMENT
• SUPPLIER MANAGEMENT

Service Transition Processes

• KNOWLEDGE MANAGEMENT
• CHANGE MANAGEMENT
• RELEASE MANAGEMENT
• DEPLOYMENT MANAGEMENT
• SERVICE ASSET MANAGEMENT
• CONFIGURATION MANAGEMENT
• SERVICE VALIDATION AND SERVICE TESTING

Service Operation Functions

• SERVICE DESK FUNCTION
• TECHNICAL MANAGEMENT FUNCTION
• APPLICATION MANAGEMENT FUNCTION
• IT OPERATIONS MANAGEMENT FUNCTION

Service Operation Processes

• REQUEST FULFILLMENT
• INCIDENT MANAGEMENT
• PROBLEM MANAGEMENT
• ACCESS MANAGEMENT
• EVENT MANAGEMENT

CSI Processes

• SERVICE LEVEL MANAGEMENT
• SERVICE MEASUREMENT
• 7 STEP IMPROVEMENT PROCESS

Top 5 Questions The ITIL V3 Factsheet Benchmark Guide Answers for You:

1. What works best to get more results from process implementations? What is the linkage between all activities?
2. What are the activities and processes I need to implement in my situation?
3. How do activities differ by process?
4. What impact does adding or leaving out of activities have on results?
5. How should I design process activities to shorten implementation time and cost?

Yes, this edition is *vastly* different from last year’s Guide. Here’s how:

Don’t get us wrong — last year’s Guide (The ITIL V2 Factsheets) was pretty darn good. However, this year’s Guide is even better, including ALL the information on ITIL V3.

Order today and you’ll get a personal copy of the PDF to download instantly.

Plus, as always your purchase is risk-free because you’re covered by The Art of Service’s 100% satisfaction guarantee. If you’re not satisfied, return your copy (and wipe the PDF from your computer) for a speedy 100% money-back refund. We pride ourselves in great customer service — so feel free to contact us at any time with questions. Call +61732522055

Reader Reviews of past editions:

“Just bought and have already devoured your Guide - it’s even better than I expected and my expectations were high.”

“Now when clients ask stupid process or activity questions we don’t have to spend hours researching relations and implications. This is an invaluable reference book.”

“I take it into bed for night time reading (I love this stuff!) and mark it up with a highlighter and sticky notes. The Art of Service’s reports are always so well edited & organized. My ITIL advice? Run, don’t walk, and order your copy today. This may be the best investment you make in preparation for adopting ITIL and researching ITIL V3 products or services.”

You will also receive!

As a thank you we’d like you to have free access to the ITIL V2-V3 Bridging course on our eLearning platform - so you gain the insight you need in ITIL V3 now, on us - enjoy!

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ITIL v3 IT Service Management Roles and Responsibilities Toolkit – Second Edition

The IT Service Management Processes and Activities Roles and Responsibilities Job Description Toolkit: All the  ITIL Tasks, Functions and Job Descriptions Explained, Detailed and Ready to Use

Complete Toolkit of IT service Management and ITIL V3 Roles and Responsibilities. How does your organization match IT roles to ITIL roles?

Many of our clients asked us for help in ITIL v3 role and responsibility descriptions, here is the utterly excellent guide to roles and responsibilities in ITIL v3.

If you have ever worked in, been a partner or managed an IT organization, this toolkit will not only answer a lot of your troubling questions, it will also explain matters that you did not know the questions to – just the obnoxious frustration of something that was not working.

It is with incredible ease, yet depth and understanding that this toolkit ploughs through the important issues that concerns not only HR managers and CIOs, but anyone who wants to climb up the ladder.

It explains how you got to balance your IT staff (process managers and specialists) and why it is so vitally important to mix people on the right combination of processes and projects (brains, grey hair and procedure projects) as this builds up the organization’s human capital, and provides the means and profitability to continue to align with business objectives and grow.

The kit is divided into six parts : CSI, Service Design, Service Operation, Service Strategy, Service Transition and ISO/IEC 20000. All in all it comprises of 76 documents. Key points:

• Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business.
• The information found within the toolkit is based on the ITIL Version 3 framework, focusing on the five phases of the ITIL Service Lifecycle.
• The toolkit is designed to answer a lot of the questions about the roles and responsibilities of various process owners, as well as other parties involved in the Service Lifecycle, and provide you with useful guides and user-friendly templates.
• There is also additional information that will enable you to improve your current staffing policies and procedures.
• The Toolkit 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 activity.

There are a total of 76 documents in this toolkit:

They are broken up in to two main folders that contain information on specific areas, such as role descriptions, RACI templates etc.  There are a variety of document styles found within this toolkit such as PowerPoint presentations (2), Word Documents (61) and Excel documents (5).

Folder 1: ITIL Service Lifecycle Roles & Responsibilities

Within each of the five Lifecycle phase folders, there are a number of documents that outline the roles and responsibilities involved in each of the processes, found within their specific phase.

In addition, there are Excel RACI templates, which you can use to map the roles and responsibilities of staff, within your organization, to the specific activities that need to be carried out in each process.

Below is an itemized list of these documents. You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation.

Service Strategy:

1. Demand and Capacity Management – Roles & Responsibilities
2. Demand & Capacity Manager
3. Financial Management – Roles & Responsibilities
4. Financial Manager
5. Product Manager
6. Service Portfolio Management – Roles & Responsibilities
7. RACI Documentation – SS

Service Design:

1. Organizing for Service Design – Roles & Responsibilities
2. Availability Management – Roles & Responsibilities
3. Availability Manager
4. Demand and Capacity Management – Roles & Responsibilities
5. Demand & Capacity Manager
6. ITSCM – Roles & Responsibilities
7. ITSCM Process Manager
8. Security Management – Roles & Responsibilities
9. Security Manager
10. Service Catalogue Management – Roles & Responsibilities
11. Service Catalogue Manager
12. Service Level Management – Roles & Responsibilities
13. Service Level Manager
14. Supplier Management – Roles & Responsibilities
15. Supplier Manager
16. RACI Documentation SD

Service Transition:

1. Organizing of Service Transition
2. Service Transition – Managing Communications and Commitment
3. Service Transition – RACI Example for Managing Change
4. Service Transition – Roles & Responsibilities
5. Build and Test Environment – Roles & Responsibilities
6. Service Validation and Testing – Roles & Responsibilities
7. Change Management – Roles & Responsibilities
8. Change Manager
9. CMDB – Roles & Responsibilities
10. Service Asset & Configuration Managers
11. Knowledge Management – Roles & Responsibilities
12. Knowledge Manager
13. Planning and Support – Roles & Responsibilities
14. Planning & Support Team
15. Release & Deployment – Roles & Responsibilities
16. Release & Deployment Manager
17. RACI Documentation – ST

Service Operation:

1. Event, Access and Request Fulfillment Management – Roles & Responsibilities
2. Event, Access, Request Fulfilment Team
3. Incident Management – Roles & Responsibilities
4. Incident Manager
5. Problem Management – Roles & Responsibilities
6. Problem Manager
7. Service Desk – Roles & Responsibilities
8. Service Desk
9. Service Operation Functions – Roles & Responsibilities
10. Sourcing – Roles & Responsibilities
11. RACI Documentation – SO

Continual Service Improvement:

1. CSI  – Roles & Responsibilities
2. Organizing for Service Design – Roles & Responsibilities
3. SLM Process Manager
4. RACI Documentation – CSI

Folder 2: Recruitment Training & Development

This folder is packed full of resources which help and guide you through creating/ implementing/ improving policies within your organization.  Starting in the recruitment stages for internal and external applications, advice on interviewing, grading and selection policies, and moving on to the monioring, identification and recording of development needs for your staff.

Finally, assessment and analysis of your organization’s behavior and leadership, and guide for managing change – with helpful checklists, assessments and templates – for specific areas in your organization, such as virtual teams.  There are two PowerPoint presentations in this folder. Presentations can be used to educate, as the basis for management presentations, or when making business cases for implementation.

Folder 2 Documents:

1. Topgrading
2. Internal Job Application for Job
3. Job Candidate Evaluation
4. Example – Performance Management-P D Plan Format
5. Performance Management Process Checklist
6. Performance Improvement Plan
7. 360 Degree Feedback
8. Motivation
9. Develop your leadership skills
10. Presentation  - Managing Change
11. Managing Change Effectively
12. Mapping Responsibilities
13. Presentation  - Organizational Behaviour and Leadership
14. Organizational Behaviour Survey

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The Art of Service’s IT Professional’s Policies and Procedures are the most popular product in the store, and we’re excited to introduce the newest edition to add to your IT library. The templates will help you create your own policies, guidelines, and forms that are relevant to your organization.

The updated edition includes guidelines and tools for Creating Policies, Values, Vision and Mission Statements, Recruitment, Training and Development, Information Security, Data Rentention Policies, Email and Internet Usage policies, Instant Messaging Policies, Change Management, Managing Risk, Travel and Expenses — all in one download.

Now it’s simple and quick to implement the policies and procedures you need!

Put this expanded edition in your IT library and have 112 templates to help you create customized policies, guidelines, tools, and forms that are relevant, accessible, and usable. Whether you’re creating policies for management, training, personnel, support, privacy, Internet/e-mail usage, security, or data and service management — you’ll meet the needs of your entire organization with this one Toolkit!
There are a total of 112 documents in this toolkit:

They are broken up in to nine relevant folders that contain policy and process information on specific areas, such as Information Security policies, Email and Internet Usage policies etc.  There are a variety of document styles found within this toolkit such as PowerPoint presentations (5), PDF Documents (5), Word Documents (99) and Excel documents (3).  The contents of each folder are shown below. 

Folder 1: Policies General – this introductory information starts with the basics – 10 easy to follow rules for creating a policy.  There is also a very helpful, step by step guide to setting your Value, Vision and Mission Statements – making sure they work for you and identify what your organization stands for, how it wants to be seen, and how it wants to go forward. 

Folder 1 Documents: - Creating Policies - Values, Vision and Mission Statements.

Folder 2: Recruitment, Training and Development – this folder is packed full of resources which help and guide you through creating/ implementing/ improving policies within your organization.  Starting in the recruitment stages for internal and external applications, advice on interviewing, grading and selection policies, and moving on to the monioring, identification and recording of development needs for your staff. Finally, assessment and analysis of your organization’s behavior and leadership, and guide for managing change - with helpful checklists, assessments and templates - for specific areas in your organization, such as virtual teams.  There are two PowerPoint presentations in this folder. Presentations can be used to educate, as the basis for management presentations, or when making business cases for implementation.

This folder also contains role and responsbility descriptions for common roles required in IT (in accordance with the good practice methodology of ITIL version 3).

Folder 2 Documents:

- Topgrading

- Internal Job Application for Job

- Job Candidate Evaluation

- Example - Performance Management-P D Plan Format

- Performance Management Process Checklist

- Performance Improvement Plan

- 360 Degree Feedback

- Motivation

- Develop your leadership skills

- Presentation

- Managing Change

- Managing Change Effectively

- Mapping Responsibilities

- Virtual Teams- A New Model

- Myths and Realities of Virtual Teams

- Presentation - Organizational Behaviour and Leadership

- Organizational Behaviour Survey

- Roles and Responsibilities for ITILv3 (32 documents ordered by Service Lifecycle phase).

Folder 3: Information Security – this folder specifically relates to the policies around Information Security Management and the corresponding policies.  It starts with an example Information Security Policy that is a user-friendly guide to creating your own policy – explaining all the essentials to include and guidance on supporting content.  This folder contains lots of templates that you can easily use and adapt within your own organization.  The review documents have been designed using the Information Security process requirements for ITIL v3.  This assessment will enable you to identify the gaps in your current policies and processes.

Folder 3 Documents:

- Example Information Security Policy

- Communication Plan

- CRAMM

- Implementation Plan_Project Plan

- Objectives and Goals

- Policies objectives scope

- Reports, KPIs, other metrics

- Security Audit Template

- Security Incident Template

- Security Management Review Doc

- Security Process Manager Document

- Security Service Requirement

- Security Management - Roles and Responsibilities

Folder 4: Data Rentention Policies – this folder gives concise and complete advice for creating a data retention policy. It includes a nine page document that explains the necessity for having this policy, as well as step-by-step considerations and advice to enable you to create your own, organization-specific policy.  There are also two examples of working data retention policies, to help you.

Folder 4 Documents:

- Guidelines for Building an Electronic Data Retention Policy

- Example - Uni of Massachusetts - Records Mgmt Data Retention Standards

- Example -Adams State College Data Handling and Storage Policy.

Folder 5: Email and Internet Usage policies – this folder has stacks of helpful advice on creating policies for email and Internet usage – starting with another step-by-step guide, to drafting your policy, case studies and advice on pitfalls to avoid, and more working examples of policies and good practice to guide you, with your creations.

Folder 5 – Documents:

- E-mail and Internet Usage – How to draft the policy!

- Workplace e-mail and Internet use -  employees and employers beware

- EXAMPLE - AITP Model Electronic Mail  (E-mail) Policy

- EXAMPLE - Electronic-Mail and Voice-Mail Use Guidelines

- EXAMPLE - Notre Dame Australia Policy - Email and Internet Usage

- Finance and Administration Agency Guide to Best Practice - Email and Internet Usage.

Folder 6: Instant Messaging Policies – this information is specifically focused on instant messaging and accompanying security considerations such as viruses etc.  There is a step-by-step guide to creating your organization-specific policy and thirty two rules.  In addition, there is an example of a working policy and a template policy for you to use as guidance, to adapt and compare.

Folder 6 – Documents:

- IM Viruses and Security

- Thirty-Two Instant Messaging Rules- Best Practices to Keep You in Business and out of Court.

- EXAMPLE Instant Messaging Policy

- EXAMPLE TEMPLATE - Instant Messaging Use Policy.

Folder 7: Change Management – this folder focuses on change management, and once again has been designed in accordance with the process found within, the ITIL v3 framework.  Begininning with a PowerPoint presentation, which explains the process requirements, this folder also includes many templates and plans to aid you in creating/ adapting and implementing policies and procedures within your organization.  This folder also includes another review document to assess the maturity of the change management processes, policies and procedures in your organization and point you in the right direction for improvement.

Folder 7- Documents:

- Change Management ITILV3 Presentation

- Business Justification document

- Reports, KPIs, other metrics

- CAB Meeting minutes

- Category Definition

- Change Schedule template

- Communication Plan

- Example Contents of Change Documentation

- Example Request for Change Workflow

- Implementation Plan_Project Plan

- Policies objectives scope

- CHG Review Doc

Folder 8: Managing Risk – this information focuses on risk management for Information Technology, specifically continuity management.  Once again, starting with two PowerPoint presentations, dealing with risk management, and in particular how to do this when managing projects.  There are lots of templates, assessments and plans to guide you through creating/adapting and implementing policies and procedures within your organization.

Folder 8 – Documents: 

- Risk Management -  Project Management

- Risk Management -  Prince2

- Checklist on assignment of risk ownership

- Conducting a Risk Management Review

- CRAMM

- Generic Project Risk Assessment

- IT Risk Assessment Planning

- IT Risk assessment scoresheet

- Communication Plan

- E-Mail Text

- Business Impact Assessment

- Business Continuity Strategy

- Reciprocal Arrangements

- Emergency Response Plan

- Salvage Plan Template

- Management of Risk Framework M_O_R

- Risk Assessment and Control Form

- Risk Assessment Questionnaire

- Risk Management Framework

- Typical contents of a Recovery Plan

Folder 9 Travel and Expenses – The final folder concentrates on building policies for staff expenses, and allows you to assess whether your current expenses policy measures up.  There is practical advice on how to write a policy from scratch or to improve policies already in place.  There is an audit program to help you identify gaps and examples of working polcies and forms.

Folder 9 – Documents:

- A Guide to Expense Policies (UK FORMAT)

- Travel and Expense Policy Audit Program

- Example Expenses Policy - Staffordshire University

- Example Copy of Employee Reimbursement form

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Getting Results: The Project Management with PRINCE2 and PMBOK Delivery Guide

The Project Management toolkit that makes sense - Many Project Management toolkits run the gamut from dry, cryptic, academic works to overly simplistic. This is the first toolkit you’ll use that is appropriate for both seasoned PM’s and those new to the discipline.

Many organizations are looking to improve their understanding with regards to project management, and as a result are looking to implement project management methodologies that are used, as good practice by organizations internationally, and to improve the structure and quality of their organizations.

The guide is designed to answer many of the questions that Project Management raises, with a focus on both PRINCE2 and PMBOK methodologies, and will provide you with useful templates and essential, but simple to follow assessments.

The format is great. For someone new to Project Management it has a logical, step by step flow backed up with relevant visuals and great templates. For the more seasoned PM it is a treasure trove of problem-solving techniques, examples and blue prints.

The concepts in this toolkit are adaptable to any size business and any size project, this toolkit is at the top of its class.

The 70 Supporting documents, mind maps and assessments will help you identify the areas within your organization that require the most activity in terms of change and improvement.  They underpin concepts initially covered within the 7 presentations in the toolkit, and go into lots more detail to guide you in your Project Management maturity.

This toolkit is able to demystify Project Management and present it in such a way that everyone out there with an interest in the subject area can follow.

Inside:

77 blueprints and templates

7 Presentations: Presentation Chapters can be used to educate or be used as the basis for management presentations or when making business cases for implementation.

• Introduction Project Management
• Project Management & PRINCE2
• Project Management & PMBOK
• Scoping & PMBOK
• Project Timing & Scheduling & PMBOK
• Project Resourcing and Quality & PMBOK
• Project Teams & Risk & PMBOK

PLAN

• PIN – Project Initiation – This folder contains a variety of resources that can be utilized in your organization during the planning stages of your project, such as:
• Mission and Vision Statements
• Business Requirements & Feasibility Study
• Project Business Plan
• Project Scope
• Project Methodology
• Hardware – Software Resource Requirements
• Critical Success Factors
• Key Performance Indicators.
• PRINCE2 Plan & Project – this Quality Plan and Project Handtoolkit provides a concise, step by step guide for Project Initiators and Managers.

DO

• PDS - Project Design – This folder contains a variety of resources that can be utilized in your organization during the design stages of your project, such as:
• Functional Design
• Detailed Design
• Interface Design Specification
• Technical Architecture
• AS-BUILT Template.
• PCO - Project Cost Management - This folder contains a cost-reporting template and two assessment documents that cover all the essential considerations for both costs budgeting and accounting. These assessments are designed to be flexible and easily adapted to your organization:
• Cost Budgeting
• Cost Accounting
• Cost Reporting
• PHR - Project Human Resources– contains a variety of resources that can be utilized within your organization, specifically focused on Human Resources, roles and responsibilities etc required to ensure successful management of a project:
• Roles and Responsibilities
• Project Organisational Structure
• Task Responsibility Matrix
• Project Manager Responsibilities
• Project Directory
• Project Team Performance Review
• Training Needs Analysis
• PRINCE2 Role Descriptions – contains 4 role descriptions, including specific role related responsibilities. These can be used when recruiting for a new project or in comparison to current roles and responsibilities within your organization:
• Project Manager- Role Description
• Project Support - Role Description
• Program Manager- Role Description
• Change Manager- Role Description
• PCM - Project Communications – contains a variety of documents designed to promote and support the project communication strategy. These detailed resources, templates and examples are user-friendly and ready to be deployed with your organization:
• Project Communications Schedule
• Project Meeting Minutes
• Monthly Report
• Weekly Project Report
• Executive Committee Report
• Action Items
• Project Marketing – IT
• Project Marketing – Business
• Project Newsletter

CHECK

• PRM - Project Risk Management- contains a risk-process template and template for reporting initial project risks. In addition there is an assessment document that can be used recorded identified risks, types, action items etc. This assessment is designed to be flexible and easily adapted to your organization:
• Risk Process Template
• Project Initial Risks
• Risk Register
• PCH - Project Change Management - contains a variety of templates, plans, reports and other resources that can be utilized in your project/organization, specifically during the Change Management process such as:
• Change Mgt Process
• Request for Change Form
• Project Change Policies
• Project Communication Plan
• Change Schedule
• Change Meeting minutes
• PCL - Project Closure- contains a variety of templates, plans, reports and reviews that can be utilized in your project/organization, to assist with the closing stage of a project, such as:
• Implementation Process
• DHS and DSL
• Hardware and Software Store
• Forward Schedule of Releases
• Post Implementation Review

ACT

• PRINCE2 Method – This PDF maps the PRINCE2 Methodology, including the eight main processes. It provides a user-friendly summary of all the components of the method and can be used a checklist to ensure all elements are in place – or as a comparison to the current processes and project methods in place.
• 20x Mind Maps – contains very detailed Mind Maps for each of the component areas, process areas and techniques and also includes a Mind Map Summary of the entire PRINCE2 Methodology. These Mind Maps can be used as for educational purposes, assessing maturity and for comparison to current methods and process areas.
• Managing Successful Projects with Prince2 – Now you have worked through all the presentations and resources – you are now ready to think about Project Management

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