How to Develop, Implement and Enforce ITIL v3 Best Practices

Many organizations and individuals who had previously struggled with their adoption of the ITIL framework will continue to find challenges in ‘implementing’ ITIL® as part of their approach for governance of IT Service Management practices. In light of this, the primary goal of this book is to provide the support materials needed to enable the understanding and application of the ITIL® framework in a wide-range of contexts.

The “How to Develop, Implement and Enforce ITIL V3’s best practices” book is authored and published by The Art of Service. You can get this time saving guide only and exclusively from The Art of Service.

This comprehensive book is designed as an easy reference that will walk you through the 5 Lifecycle critical steps you need to take to create a successful portfolio of IT Services. In addition you will learn how to manage and refine your service portfolio as your company’s business evolves.

The one overriding benefit that the “How to Develop, Implement and Enforce ITIL V3’s best practices” book brings you is speed: save time, don’t reinvent the wheel, have instant access to the PDF and reap the benefits.

Measurable returns by using the book can be found in time savings, cost savings and increased revenues for your ITIL and It Service Management initiatives.

And personally, in your day-to-day role you will benefit from top notch ITIL best practices experience, right at your fingertips.

The Service Offerings and Agreements ITIL v3 SOA Toolkit

Purchase HERE

Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business.

The ITIL version 3 qualification scheme has been incredibly popular since its launch in 2007. Particularly, the Intermediate Capability programs that focus on the practical side of process implementation, management, maintenance and reporting, in four specific areas of IT Service Management:

• Service Offerings & Agreements (SOA)
• Planning Protection & Optimization (PPO)
• Release Control & Validation (RCV)
• Operational Support & Analysis.

The Service Offerings and Agreements (SOA) Capability cluster enables the organization to introduce Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management and Business Relationship Management as integral parts of its overall business-focused Services Framework.

The purpose of Service Offerings & Agreements is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role-focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

SOA provides practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.

This document describes the contents of the Service Offerings and Agreements Toolkit. The information found within the toolkit is based on the ITIL Version 3 framework, focusing on the processes found with the SOA Capability cluster.

The toolkit is designed to answer a lot of the questions centered around these processes, and to provide you with useful guides and user-friendly templates.

There are also bonus additional resources that will enable you to improve your current policies, procedures and process maturity.

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 122 documents in this toolkit.

They are broken up in to eight main folders. Within each of the folders, there are documents that can be used in the education, assessment, implementation and management of the specific process areas.

There are a variety of document styles found within this toolkit such as PowerPoint presentations (15), Word Documents (91), PDFs (5) and Excel documents (11).

Folder 1: Financial Management

Financial Management is one of the most integral processes in the ITIL version 3 framework. Start by viewing the presentation to familiarize yourself with the process, terminology, activities and essential concepts. The Financial Review Document is an excel spreadsheet designed around the specifics of the process. This can be used to assess your organization’s current process maturity against the ITIL framework, and to identify gaps for areas of improvement and attention. The additional documents are resources that you can use within your own organization, or as a template to help you prepare your own bespoke documentation, to aid the implementation and maintenance of the Financial Management process.

Below is an itemized list of the documents.

Folder 1 Documents:

1. Financial Management Presentation
2. Accounting Policies
3. Accounting Template
4. Implementation Plan – Project Plan
5. Objectives and Goals
6. Policies Objectives and Scope
7. Reports KPI’s other metrics
8. Sample Business Case Structure
9. Business Justification Document
10. BONUS File Standardized Financial Statements Template
11. Budget Template
12. Budgeting Guidelines
13. Charging Policies
14. Charging Template
15. Common Business Objectives
16. Communication Plan
17. Cost Model Template
18. Example: Model Calculation of a Service Management ROI

1. Example: Multiple business impact affect objectives
2. Example: NPV Decisions
3. Example: Single business impact affect objectives
4. Example: Trend Line Analysis
5. Financial Management Process Manager
6. Financial Review Doc

Folder 2: Business Relationship Management

Following on from Financial Management is Business Relationship Management, the process that is responsible for gaining insight into the customer’s business and having good knowledge of customer outcomes. This is essential to developing a strong business relationship with customers.

This folder is packed full of resources which help guide you through implementing, improving and maintaining this essential process within your organization, including specific roles and responsibilities, as well as plans for activities and deployment.

Below is an itemized list of these documents.

Folder 2 Documents:

1. Presentation – Business Relationship Management
2. Business and IT Service Mapping – BRM
3. BRM job description
4. BRM Metrics and Reports
5. BRM Responsibilities and Skills
6. Challenges, CSFs and Risks
7. Mapping Responsibilities & Requirements
8. Service Level Requirements
9. Service Options
10. The Key Links, Inputs and Outputs of Service Design
11. Readiness Assessment

Folder 3: Demand Management

Demand Management was a new addition to the processes in the ITIL version 3 framework. This process assists the IT Service Provider in understanding and influencing Customer demand for Services and the provision of Capacity to meet these demands.

These documents provide an introduction to the process and to the tools, systems and management that is required to ensure its success.

Below is an itemized list of the documents.

Folder 3 Documents:

1. ITIL V3 Demand Management Presentation
2. Objectives and Goals
3. Policies Objectives Scope
4. Business and IT Service Mapping
5. Business Justification Document
6. Capacity Management Process Manager
7. Capacity Management- Roles & Responsibilities
8. Communication Plan
9. Demand Modeling
10. Implementation Plan – Project Plan
11. Reports KPI’s and Other Metrics
12. Demand Management Review Doc

Folder 4: Service Catalog Management

The goal of this process is to ensure that a Service Catalog is produced,

maintained and contains accurate information on all operationalservices and those ready for deployment.

This folder is packed full of resources which help and guide you through creating/ implementing/ improving the process within your organization. The first presentation focuses on ITIL, and the second on reasons, hints and tips for developing your Service Catalog process. In addition to the templates and guides, there are also some example catalogs.

Below is an itemized list of the documents.

Folder 4 Documents:

1. Service Catalogue Management ITILV3
2. Service Catalogue Reasons Hints Tips
3. 8 Steps to Developing a Service Catalogue
4. Objectives and Goals
5. Policies objectives scope
6. Business and IT Service Mapping.
7. Business Justification document
8. Communication Plan
9. E-Mail Text
10. Implementation Plan
11. Price List
12. Roles and Responsibilities of Service Catalogue Management
13. Service Catalogue Management
14. Service Catalogue
15. Service Catalogue 1
16. Service Catalogue 2
17. Service Design – The Big Picture
18. Service Options
19. SLM Business and IT flyers
20. The Key Links, Inputs and Outputs of Service Design

Folder 5: Service Portfolio Management

Another new process addition to ITIL version 3 is the Service Portfolio Management process. The goal of this process is to assist the IT organization in managing investments in service management across the enterprise and maximizing them for value. A Service Portfolio describes provider’s services in terms of business value. They include the complete set of services managed by a Service Provider.

Once again, the presentation shows an introduction to the process. The supporting resources consist of checklists, templates and models that can be used in your own organization or as a template in creating your own bespoke documentation.

Below is an itemized list of the documents.

Folder 5 Documents:

1. Service Portfolio Management Presentation
2. Business Justification Document
3. Objectives and Goals
4. Communication Plan
5. Example Service Catalogue
6. Implementation Plan_Project Plan
7. Reports KPI’s Other Metrics
8. SPM Roles and Responsibilities of the Product Manager
9. Use of the Service Portfolio
10. Service Portfolio Review Doc

Folder 6: Service Level Management

The SLM process is an essential process in the ITIL framework and any IT organization. The process involves the negotiation, agreement and documentation of appropriate IT service targets. Those targets are monitored to produce reports on the service provider’s ability to deliver the agreed level of service. This folder contains a presentation that covers the process essential components of Service Level Management in both Service Design and the Continual Service Improvement phase. As well as, supporting documents that include; documents provide examples, information and checklists for creating your own Evaluation process documentation.

Below is an itemized list of the documents.

Folder 6 Documents:

1. ITIL V3 SLM Presentation – Service Design
2. ITIL V3 SLM Presentation – CSI
3. Objectives and Goals
4. Policies Objectives and Scope
5. Business and IT Service Mapping
6. Business Justification document
7. Implementation Plan_Project Plan
8. Communication Plan
9. Business and IT Flyers
10. Service Level Requirements
11. Operational Level Agreement
12. Underpinning Contracts
13. SLM Process Manager
14. SLM Scope
15. Customer Based SLA
16. Service Based SLA
17. Multi level SLA’s
18. Service Options
19. Functional Specification
20. Technical Specification
21. Price List
22. Reports KPI’s other metrics
23. SLM Review Doc

Folder 7: Supplier Management

Unlike the previous RCV processes from the Service Transition phase, this process falls within the Service Operation lifecycle phase.

Request Fulfillment manages the entire lifecycle of all customer or user Service Requests.

• It provides a channel for users to make requests and receive standard Services
• It provides information to users and customers regarding the availability of Services.

The presentation found in this folder, once again, focuses on the ITIL framework and the essential components and terminology. The mind map looks at the input/output relationships between Request Fulfillment and other process, and function areas. There is specific information on the roles and responsibilities related to this process and, in addition, the Service Desk function – as they are responsible for performing the activities of the Request Fulfillment process.

Below is an itemized list of the documents.

Folder 7 Documents:

• 1. ITIL V3 Supplier Management Presentation
  2. Outsourcing – Service Desk Presentation
  3. Outsourcing – Sourcing Strategy Presentation
  4. Example Outsourcing – Service Levels
  5. Example Outsourcing Contract template
  6. Outsourcing Transition Plan
  7. Service Sourcing Structures
  8. Service Delivery Model Options
  9. Service Desk Outsourcing template
  10. Sourcing roles and responsibilities
  11. Supplier Management- Roles & Responsibilities
  12. IT Outsourcing ITIL Process Assessment v2.1

Folder 8: Bonus Extras

The final folder provides the bonus materials in support of the concepts covered in the previous seven folders; the ISO Standards and the COBIT Framework. Firstly, a selection of the ISO Standards that relate to the IT Service Management world; ISO 9000, ISO 20000 and ISO 27000.

The second focus of these bonus resources is the COBIT model. COBIT provides a control and management framework with a set of good practices. It provides the links between IT governance requirements, IT processes and IT controls. It is strongly focused on control and less on execution.

Folder 8 Documents:

• Bonus File-ISO Standards

• 1. ISO 9000
  1. ISO 9000 Easy Explanation Fact Sheet
  2. ISOIEC 20000 – Introduction Presentation
  3. ISOIEC 20000 Easy Explanation Fact Sheet
  4. ISO 27000 Presentation
  5. Mapping – Terms and Usage
  6. Model of a Process-Based Quality Management System

• COBIT

• 1. COBIT Presentation
  2. COBIT Fact Sheet

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To implement new services in a controlled and cost-effective manner IT departments must successfully implement Release, Control and Validation (RCV) best practices. Purchase Here

This Toolkit covers practical guidance on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines.It provides in-depth knowledge of the ITIL RCV areas: Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management.

Release, Control and Validation Best Practices is designed to complement the certified ITIL V3 Capability Programs for IT Service Management. This toolkit focuses on describing the industry best practices for the release, control and validation of services, including:

• Change Management: The process that realizes successful service transition
• Release and Deployment Management: The process that ensures the proper building, testing and deploying of a release
• Service Validation and Testing: The process that ensures the integrity and the quality of service transition
• Service Evaluation: The process that considers whether the performance and value of a service is acceptable
• Request Fulfillment: The process that ensures the effective and expedient fulfillment of service requests and provides a standard for evaluation
• Service Asset & Configuration Management: The process that monitors the state of service transition
• Knowledge Management: The process that enhances the ongoing management decision support and service delivery capability

The information provided in this toolkit is based on version 3 of the ITIL framework, predominantly focusing on the volume of Service Transition.

Other guidance provided includes:

• Templates and criteria for implementing Release, Control and Validation (RCV) processes.
• Explanation of the more abstract ITIL concepts to improve understanding.

Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business.

The ITIL version 3 qualification scheme has been incredibly popular since its launch in 2007.  In particular, the Intermediate Capability programs that focus on the practical side of process implementation, management, maintenance and reporting, in four specific areas of IT Service Management;

• Service Offerings & Agreements (SOA)
• Planning Protection & Optimization (PPO)
• Release Control & Validation (RCV)
• Operational Support & Analysis

The RCV Capability cluster enables IT organizations to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focused services framework.  It is designed for individuals who require a deep understanding of Release, Control & Validation processes, and how they may be used to enhance the quality of IT service provision within an organization.

The purpose of Release, Control & Validation is to obtain knowledge of ITIL terminology, process structure, roles, functions and activities that will enable role-focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

The information found within the toolkit is based on the ITIL Version 3 framework, focusing on the processes found with the RCV Capability cluster.

The toolkit is designed to answer a lot of the questions centered around these processes and to provide you with useful guides and user-friendly templates.

There are also bonus additional resources that will enable you to improve your current policies, procedures and process maturity.

There are a total of 90 documents in this toolkit:

They are broken up in to eight main folders.  Within each of the folders, there are documents that can be used in the education, assessment, implementation and management of the specific process areas.

There are a variety of document styles found within this toolkit such as PowerPoint presentations (10), Word Documents (72), PDF’s (2) and Excel documents (6).

Folder 1: Change Management

Change Management is one of the most integral processes in the ITIL verison 3 framework.  Start by viewing the presentation to familiarize yourself with the process, terminology, activities and essential concepts.  The Change Review Document is an excel spreadsheet designed around the specifics of the process.  This can be used to assess your organizations current process maturity against the ITIL framework, and to identify gaps for areas of improvement and attention.  The additional documents are resources that you can use within your own organization, or as a template to help you prepare your own bespoke documentation, to aid the implementation and maintenance of the Change Management process.

Below is an itemized list of the documents.

Folder 1 Documents:

1. Change Management ITILV3 Presentation
2. Business Justification document
3. Policies Objectives Scope
4. CAB Meeting minutes
5. Category Definition
6. Change Manager
7. Roles and Responsibilities
8. Change Schedule template
9. Types of Change Request
10. Communication Plan
11. Example Contents of Change Documentation
12. Example Request for Change Workflow
13. Implementation Plan_Project Plan
14. Managing Communications & Commitment
15. RACI Example for Managing Change
16. Reports KPIs other metrics
17. CHG Review Document

Folder 2: Release & Deployment Management

Following on from Change Management is Release & Deployment Management, the process that aims to build, test and deliver the capability to provide the services specified by the Service Design phase.

This includes the processes, systems and functions to package, build, test and deploy a release into production and prepare for Service Operation.

This folder is packed full of resources which help and guide you through implementing, improving and maintaining this essential process within your organization.  Including specific roles and responsibilities, as well as plans for activities and deployment.

Below is an itemized list of these documents.

Folder 2 Documents:

1. Release and Deployment Management ITILV3 Presentation
2. Business Justification document
3. Policies Objectives Scope
4. Release & Deployment Manager
5. Release & Deployment - R&R
6. DML & DS
7. Communication Plan
8. Examples Business and IT Flyers
9. Deployment, Planning and Activities
10. Deployment Aspects to Assess
11. Implementation Plan_Project Plan
12. Forward Schedule of Releases
13. Example of Service Manageability Tests
14. Reports KPIs other metrics
15. Release Review Document

Folder 3: Knowledge Management

Knowledge Management was a new addition to the processes in the ITIL version 3 framework.  This supporting process has no tangible outputs but is a critical supporting process that aims to improve the quality of management decision-making in organizations. It ensures that reliable and secure information and data is made available throughout the service lifecycle.  These documents provide an introduction to the process and to the tools, systems and management that is required to ensure its success.

Below is an itemized list of the documents.

Folder 3 Documents:

1. ITIL v3 Knowledge Management Presentation
2. Business Justification Document
3. Policies Objectives Scope
4. Knowledge Management Roles & Responsibilities
5. Knowledge Manager
6. Knowledge Management Tools
7. Service Knowledge Management System
8. Implementation Plan_Project Plan
9. Communication Plan
10. Knowledge Review Document

Folder 4: Service Asset & Configuration Management

Defining and controlling the components, services , infrastructure and maintaining accurate CI information can be a hugely complex and overwhelming task.

This folder is packed full of resources which help and guide you through creating/ implementing/ improving the process within your organization.  The first presentation focuses on ITIL, and the second on Project Management and the SACM process.  In addition to the templates and guides, there are example CMS diagrams, checklists, and considerations for the CMDB.

Below is an itemized list of the documents.

Folder 4 Documents:

1. Service Asset & Configuration Management ITILV3 Presentation
2. Configuration Management -  Prince2 Presentation
3. Business Justification
4. Objectives and Goals
5. Policies objectives scope
6. Business and IT Service Mapping for Cis.
7. CMBD Mind Maps
8. CMDB Design document
9. CMDB Roles and Responsibilities
10. Communication Plan
11. Example Configuration Management System Diagram
12. Example Service Asset & Configuration Plan Contents
13. Identification Guidelines
14. Other CMDB Maintenance Considerations
15. Implementation Plan_Project Plan
16. P2 -Suggested contents for Configuration Management Plan
17. P2 -Typical contents of CI Record
18. Status Accounting Guidelines
19. Types of Service Assets
20. Verification and Audit Plan
21. Reports KPIs other metrics
22. Config Mgt Review Document

Folder 5: Service Validation & Testing

Another new process addition to ITIL version 3 is the Service Validation and Testing process. The goal of this process is to assure that a service will provide value to customers and their business.  Once again, the forst presentation focuses on the ITIL framework, whereas the second presentation looks at testing in general, covering areas such as Component Testing, System Testing, Test Case Design andTest Automation.  The supporting resources consist of checklists, templates and models that can be used in your own organization or as a template in creating your own bespoke documentation.

Below is an itemized list of the documents.

Folder 5 Documents:

1. Service Validation Testing - Presentation 1
2. Testing - Presentation 2
3. Build and Test Environment - Roles and Responsibilities
4. Examples of Service Management Manageability Tests
5. Examples of Service Test Models
6. Process Documentation Template
7. Service Validation and Testing - Roles & Responsibilities
8. Software Testing Release Life Cycle
9. Validation, Verification and Testing Plan Checklist

Folder 6: Evaluation

The Evaluation process is an essential ‘quality’ component of the Change Management process.  In ITIL version 2, ‘Evaluation’ was discussed implicitly, and now in ITIL version 3, Evaluation has been given the attention in deserves and has been made a process in itself.  The goal of the Evaluation process is to set stakeholder expectations correctly, and provide effective and accurate information to Change Management to make sure changes that adversely affect service capability, and introduced risk are not transitioned unchecked.  This folder contains a presentation that covers the process esential components, inputs and outputs, challenges and KPIs etc.  The supporting documents provide examples, information and checklists for creating your own Evaluation process documentation.

Below is an itemized list of the documents.

Folder 6 Documents:

1. Evaluation- Presentation
2. Evaluation Report information
3. Example Evaluation Form (basic)
4. Examples of Service Quality Metrics

Folder 7: Request Fulfillment

Unlike the previous RCV processes from the Service Transition phase, this process falls within the Service Operation lifecycle phase.

Request Fulfillment manages the entire lifecycle of all customer or user Service Requests.

• It provides a channel for users to make requests and receive standard Services
• It provides information to users and customers regarding the availability of Services.

The presentation found in this folder, once again, focuses on the ITIL framework and the essential components and terminolgy.  The mind map looks at the input/output relationships between Request Fulfillment and other process, and function areas.  There is specific information on the roles and responsibilities related to this process and, in addition, the Service Desk function - as they are responsible for performing the activities of the Request Fulfillment process.

Below is an itemized list of the documents.

Folder 7 Documents:

1. Request Fulfillment ITILV3 Presentation
2. Request Fulfillment Mind Map
3. Request Fulfilment Mgmt - R&R
4. Service Desk - Roles & Responsibilities
5. Service Desk

Folder 8: Bonus Extras

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.

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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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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

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

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

Read more at ITSM Watch here: http://www.itsmwatch.com/news/article.php/3831896

A survey was released last month to consult the community on the market needs relating to current and earlier versions of ITIL® qualifications. When the full ITIL® Version 3 qualification scheme was complete there was always the expectation that the status of the Version 2 scheme would be reviewed.

The results of the survey, a joint initiative by OGC and itSMF, will assist in determining the timetable for the eventual phased retirement of the Version 2 scheme.

If you need a refresher on the difference between Versions 2 and 3, visit our website.

By answering the questions in the survey you will have the opportunity to shape the future of the industry. This is a great opportunity to have your say, and let OGC and itSMF know how this phase-out will affect you and your business.

The survey is only available until this Friday, 24^th July (UK time).

Take the survey!

]]> http://theartofservice.podbean.com/2009/07/21/itil-v2-%e2%80%93-when-should-it-end/feed/ http://theartofservice.podbean.com/2009/07/21/cloud-computing-virtualization-complete-certification-kit-study-guide-book-and-online-course/ http://theartofservice.podbean.com/2009/07/21/cloud-computing-virtualization-complete-certification-kit-study-guide-book-and-online-course/#comments Tue, 21 Jul 2009 23:09:42 +0000 theartofservice Product Launches http://theartofservice.podbean.com?p=689158 Cloud Computing Virtualization Specialist Complete Certification Kit - Study Guide Book and Online Course

The opportunities provided by Cloud Computing solutions allowed for significant growth within an industry that continues to mature and develop at a rapid pace.

The primary goal of this book and course is to provide the quality education and support materials needed to enable the understanding and application of Cloud Computing in a wide-range of contexts.

This comprehensive book is designed to complement the in-depth eLearn Virtualization Specialist program. The interactive eLearn course uses a combination of narrated PowerPoint presentations and multiple choice assessments which will ultimately prepare you for the Virtualization Specialist certification exam.

IT professionals need to know a whole lot more about the various ways of delivering services to the customers and end-users. It is no longer sufficient just to know the differences between Windows based or Linux based architecture. These days, most services will utilize some form of Cloud Computing, be it virtualization or SaaS offerings.

So with the change in computing and IT Service delivery comes a whole new series of qualifications and certification. The Cloud Computing Certification Scheme has been created to support the IT Professional who needs to be a ‘niche generalist’, especially in a rapidly changing area like Virtualization.

First, you need to create the foundation – The Virtualization Specialist Program focuses on the fundamentals, general knowledge, terminology and BASIC concepts used in Virtualization. This program earns you 3 points toward your Cloud Computing Expert Certificate.

This kit prepares you for the certification exam by offering valuable information on Virtualization application and Cloud Computing Certification.

This Kit contains the book and online course access that provides everything you need to prepare for the Virtualization Specialist Certification Exam, including in-depth coverage of all exam objectives, scenarios to easily demonstrate the processes in action, and practice exam questions for that last minute test preparation.

This Study Guide and Online Course access provides complete, in-depth coverage of all exam objectives for theVirtualization Specialist exam in a systematic approach, so you can be confident you’re getting the instruction you need.

• Real-world scenarios put what you’ve learned in the context of service solutions.
• Thought provoking questions to challenge your thinking and understanding.
• Exam Essentials in each chapter helps you zero in on what you need to know.
• Includes practice exam questions
• A Real World Guide to Virtualization Skills.
• Key information and real world examples organized around the actual day-to-day tasks and challenges you’ll face in the field of IT Management.
• Practice what you’ve learned with challenging Virtualization Specialist exam style questions.

Based on specific exam objectives - use this as a lab manual for certification preparation.

Contents

FOREWORD 1

1INTRODUCTION  8

1.1 WHAT IS VIRTUALIZATION? 8

1.2 OBJECTIVES OF VIRTUALIZATION 9

1.3 HISTORY OF VIRTUALIZATION 11

1.4 BENEFITS OF VIRTUALIZED TECHNOLOGY 12

1.5 THE VIRTUAL SERVICE DESK 15

1.6 WHAT CAN BE VIRTUALIZED? 15

1.7 RELATED FORMS OF COMPUTING 17

1.7.1 CLOUD COMPUTING 17

1.7.2 SOFTWARE AS A SERVICE - SAAS 18

1.7.3 GRID COMPUTING 18

1.7.4 UTILITY COMPUTING 19

1.8 VIRTUALIZATION PROCESSES 19

1.9 INTRODUCTION REVIEW QUESTIONS 20

2 COMMON TERMINOLOGY 21

3 VIRTUALIZATION TECHNOLOGIES 26

3.1 UBUNTU (SERVER EDITION) 26

3.2 ALTIRIS 27

3.3 WINDOWS SERVER 28

3.4 SOFTWARE VIRTUALIZATION 29

3.5 VMWARE 30

3.6 INTEL VIRTUALIZATION 31

3.7 RED HAT VIRTUALIZATION 32

3.8 SOFTGRID APPLICATION 33

3.9 LINUX VIRTUALIZATION 35

3.10 DESKTOP VIRTUALIZATION 37

3.11 HARDWARE VIRTUALIZATION 38

3.12 RESOURCE VIRTUALIZATION 39

3.13 PROCESSOR VIRTUALIZATION 40

3.14 APPLICATION VIRTUALIZATION 41

3.15 STORAGE VIRTUALIZATION 42

3.16 VIRTUALIZATION DENSITY 43

3.17 PARA-VIRTUALIZATION 44

3.18 OS VIRTUALIZATION 44

3.19 VIRTUALIZATION SOFTWARE 46

3.20 DATA STORAGE VIRTUALIZATION 58

3.21 INTEL VIRTUALIZATION TECHNOLOGY 60

3.22 THINSTALL VIRTUALIZATION SUITE 62

3.23 NET FRAMEWORK VIRTUALIZATION 64

3.24 WINDOWS VIRTUALIZATION ON FEDORA 66

3.25 STORAGE VIRTUALIZATION TECHNOLOGIES 67

3.26 VIRTUALIZATION LEVEL 69

3.27 SECURITY MONITORING AND VIRTUALIZATION 70

3.28 ORACLE VIRTUALIZATION 74

3.29 VIRTUALIZATION TECHNOLOGIES REVIEW QUESTIONS 75

4 ACCOMPLISHING VIRTUALIZATION 76

4.1 MIGRATING TO A VIRTUALIZED ENVIRONMENT 76

4.1.1 THINGS TO DO AND CONSIDER BEFORE MIGRATION 76

4.2 THINGS TO DO AFTER MIGRATION 79

4.2.1 A SIMPLE HOW-TO GUIDE 80

4.2.2 FURTHER MIGRATION CONSIDERATIONS 83

4.2.3 RISKS ASSOCIATED WITH VIRTUALIZATION 90

4.2.4 PROBLEMS ASSOCIATED WITH VIRTUALIZATION 95

5 MANAGING A VIRTUALIZED ENVIRONMENT 97

5.1 SUPPORT ISSUES 97

5.2 MEASURING CAPACITY AND PERFORMANCE 99

5.3 CONTRACTS AND AGREEMENTS SUCH AS LICENSING 101

5.4 ORGANIZATIONAL CONSIDERATIONS 103

SERVICE MANAGEMENT PROCESSES 105

IT FINANCIAL MANAGEMENT 105

5.4.1 IT FINANCIAL MANAGEMENT AND VIRTUALIZATION 106

INFORMATION SECURITY MANAGEMENT 107

5.4.2 INFORMATION SECURITY MANAGEMENT AND VIRTUALIZATION 107

5.5 RELEASE & DEPLOYMENT MANAGEMENT 107

5.5.1 GOALS AND OBJECTIVES 108

5.5.2 SCOPE 108

5.5.3 BENEFITS 108

5.5.4 TERMINOLOGY 109

5.5.5 TRIGGERS AND INTERFACES 112

5.5.6 RELEASE DESIGN OPTIONS AND CONSIDERATIONS 113

5.5.7 RELEASE POLICY 115

5.5.8 RELEASE AND DEPLOYMENT ACTIVITIES 115

KNOWLEDGE MANAGEMENT 125

5.5.9 POLICIES AND PRINCIPLES OF KNOWLEDGE MANAGEMENT 126

5.5.10 THE SERVICE KNOWLEDGE MANAGEMENT SYSTEM (SKMS) 127

INCIDENT MANAGEMENT 128

5.5.11 INCIDENT MANAGEMENT AND VIRTUALIZATION 128

5.6 CHANGE MANAGEMENT 129

5.6.1 GOALS AND OBJECTIVES 130

5.6.2 SCOPE 130

5.6.3 DESIGNING AND PLANNING 131

5.6.4 CHANGE MANAGEMENT POLICIES 132

5.6.5 CHANGE MODELS 132

5.6.6 TRIGGERS AND INTERFACES 134

5.6.7 CHANGE MANAGEMENT ACTIVITIES 136

5.6.8 ROLES AND RESPONSIBILITIES WITHIN CHANGE MANAGEMENT 141

5.6.9 KEY PERFORMANCE INDICATORS (KPIS) OF CHANGE MANAGEMENT 142

5.6.10 CHALLENGES AFFECTING CHANGE MANAGEMENT 143

5.6.11 RELATIONSHIP WITH PROJECT MANAGEMENT 144

5.6.12 TYPICAL CONTENTS OF CHANGE DOCUMENTATION 145

5.7 SERVICE DESK 149

5.7.1 GOAL AND OBJECTIVES 149

5.7.2 BENEFITS 150

5.7.3 SERVICE DESK ORGANIZATIONAL STRUCTURES 150

5.7.4 SERVICE DESK TYPES (SKILL LEVELS) 155

5.7.5 SERVICE DESK STAFFING 155

5.7.6 KEY PERFORMANCE INDICATORS (KPIS) FOR THE SERVICE DESK 157

5.7.7 OUTSOURCING THE SERVICE DESK 157

6 VIRTUALIZATION AND STORAGE MANAGEMENT 158

6.1 THE HEART OF CLOUD COMPUTING: VIRTUALIZATION 158

6.2 DEFINING VIRTUALIZATION 159

6.3 WHY VIRTUALIZE? 159

6.4 WHAT CAN BE VIRTUALIZED? 160

6.5 WHERE DOES VIRTUALIZATION HAPPEN? 161

6.6 HOW DOES VIRTUALIZATION HAPPEN? 162

6.7 ON THE ROAD TO STORAGE VIRTUALIZATION 163

6.8 IMPROVING AVAILABILITY USING VIRTUALIZATION 164

6.9 IMPROVING PERFORMANCE THROUGH VIRTUALIZATION 164

6.10 IMPROVING CAPACITY THROUGH VIRTUALIZATION 165

6.11 BUSINESS VALUE FOR VIRTUALIZATION 166

7 APPLYING CLOUD COMPUTING TO PROJECT MANAGEMENT 167

7.1 BENEFITING FROM CLOUD COMPUTING 167

7.2 THE EASE OF LINKING (HYPERLINKS) 168

7.3 SUBSCRIBING TO SUCCESS (BLOGGING) 169

7.3.1 EVERYONE IS A PROJECT MANAGER (OPEN SOURCE) 171

7.4 TREATING THE PROJECT AS PARTS, NOT THE WHOLE (REUSE) 173

7.5 TESTING THE LIMITS (PORTABILITY) 174

7.6 PROCESS REVIEW QUESTIONS 175

ANSWERS 177

7.6 PROCESS REVIEW 177

CERTIFICATION 177

7.7 CLOUD COMPUTING CERTIFICATION PATHWAYS 177

7.8 ITIL® CERTIFICATION PATHWAYS 180

7.9 ISO/IEC 20000 CERTIFICATION PATHWAYS 181

8 VIRTUALIZATION SPECIALIST EXAM TIPS 182

9 REFERENCES 183

At some point, your company will have to look at their energy consumption. Maybe they already have and have already started some initiatives. If you’re in position to influence the direction, you may want to look at some different approaches to future energy management. One thing that will influence any corporate strategy is the global energy outlook. Recently, the Global Business Network (GBN) and the EPA worked with several companies to identify how this outlook may impact their business. Out of this venture came four plausible “roads.”

For IT companies, planning for all four roads may become necessary to understand current and future needs in energy management. Each has challenges, short term and long term benefits and costs. By understanding and planning for these four roads, a company can have a comprehensive outlook on the decisions they have to make in the context of becoming sustainable now and in the future.

“The Same Road” - Within this outlook, no significant change is made in the current direction of the world or the company with regards to energy or environmental concerns. Some changes may be made, but for the most part, the future will be plagues with higher energy bills and reduced natural resources with nothing in place to truly protect the company.

“The Long Road” - A significant change in the economic, geopolitical and energy landscape occurs. Some experts may state that companies our on this road with the current economic climate and the challenges of the this road are readily apparent. It speaks to the fact that changes to the global landscape may have an adverse impact on the efforts of companies real or imagined, making the path to becoming sustainable more difficult. Some concerns are government regulation, depletion of natural resources, Budget restrictions and the like. Strategically, this direction considers all the potential risks to initiate a green effort.

“The Broken Road” - The worst case scenario, this road proposes what may happen if a significant global event takes place. Maybe the event impact your company directly or one of your customers or a supplier. In any case, the company is in the midst of an immediate and significant change to normal operations in the form of a loss of energy or a need for increased energy. Consider this an event, attack, or threat that causes a service disruption as small as a brownout or as large as a complete disaster event to recover from.

“The Fast Road” - This approach focuses on making reasonable decisions with the necessary investment resources to implement improvements to energy consumption and environmentally conscious initiatives that are made early to make a difference today. Consider this the best scenario possible? How much would it take to implement all of these projects now with the intent to have a greater ROI than if implementation waited.

All outlooks above imply that a need for energy management is required because of declining resources and rising costs. The difference in the approaches apply to a company’s access to those resources. For strategic steps suggested by the GBN and EPA, read Part two of this article.

The traditional call center—rows of agents in headsets answering calls—is becoming obsolete. In a consumer-driven, Internet-enabled world, your customers aren’t just calling you. They want to reach you via email, IM, text, and more. And simply “taking” calls isn’t enough to keep customers loyal—you need to proactively reach out to build relationships, upsell, and solve problems before they become deal-breakers.

In short, you need a contact center. You need to reach your customers using the communications channels they want. You need to balance inbound and outbound communications so that no one is left waiting. And you have to do all of this while cutting costs, improving agent efficiency, and maximizing the value of every customer.

This book helps. From internal operations to customer relationship management, it offers solutions to help make your entire contact center more effective.

This Contact Center book focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for help desk, Contact Center, and customer support processes and tools, and an introduction to ITIL® processes.

“Covers every detail, including some missed in other books - This thorough book provides a clear roadmap to designing, implementing and operating contact centers. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.” This book delivers everything for to develop a knowledge and understanding of Contact Center operations:

• How to assess customer business needs and exceed customer expectations
• Critical processes and procedures to resolve incidents quickly and consistently
• Numerous Contact Center Blueprints, templates and checklists
• Processes and procedures for Incident, Problem and Service Level Management
• Ways to create win-win interactions with customers, management, and team members
• An awareness of ITIL® processes

Besides the holistic view of the contact center technologies, you will find the sections on Building a Customer Contact Technology Strategies and Service Level Management to be valuable every day, every project. Great diagrams and charts add tremendous value to the clear and concise writing. This is also a book that will stand the test of time; the principles surrounding business drivers and the realistic expectations regarding CRM will provide value to contact center strategists for many years.

Covering Strategy and Operations Both, this book is able to effectively cover both the strategic and operational issues in a comprehensive, easy-to-understand manner. Every chapter of the book is well written with lots of valuable information.

Excellent advice based on reality, from the moment you open this book, you can tell the people who wrote it had worked in call centers. The advice is comprehensive and throughout the book they offer resources for additional information. If you have to give feedback to call center employees, get this book! If you are a new or seasoned call center manager, get this book. If you need to motivate call center employees, get this book! It is worth the money. This book will turn out to be the most useful.
Great for entrants - as well as those with experience in the industry, the book is well laid out and explains Contact Centers in detail. It gets right to the point of which data is important to gather and how to best illustrate that data. It helps to better organize KPI’s and focus on just a few important pieces of data instead of having to sift through piles of numbers. This book also helps to become better at workforce management strategies and forecasting. This book will certainly bring you up to speed quickly. Even after reading and applying everything in the book, you will find yourself continue to reference it all the time.