Contents

Service Catalog Process Kit - 3rd edition 3The Service Level Management and SLA Toolkit 4Enterprise Architecture Toolkit 5The Help Desk Toolkit - Second Edition 6Big Data Toolkit 7The Gamification Toolkit 8The Supplier Management Toolkit 9Event Management Toolkit 10The Knowledge Management Strategy Kit 11IT Service Continuity Process Management Kit 12The Capacity Management Toolkit 13The ITSM Starter Kit: 2011 Edition 14Financial Management Process Kit 15ISO/IEC 27000 Toolkit 16The ISO/IEC 20000 Toolkit 17Six Sigma Toolkit 18Availability Management Process Kit 19IT Governance Metrics, Measurements and Benchmarking Kit 20Configuration Management Process Kit 21The Change Management Toolkit 22Problem Management Process Kit 23The Corporate Endpoint (Mobile) Device Policies Toolkit 24The Business Process Management Toolkit 25Organizational Behavior and Leadership Management Essentials Toolkit 26Business Continuity Risk Analysis and Testing Kit 27The Business Relationship Management Toolkit 28112 Policies and Procedures Ready to Use - Best Practices in IT Policies and Proce-dures Toolkit 29The Project Management Toolkit 30The Service Monitoring and Control Toolkit 31The IT Service Strategy Toolkit 32

Service Catalog Process Kit - 3rd edition

What is included in the updated third edition of the Service Catalog toolkit?

This Kit covers Service Catalog fundamentals the use of Service Catalogs as a core IT tool cover-ing the services themselves, default capabili-ties, 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 ex-perts 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.

Introduction and Roadmap Folder

• Eight Steps to Creating an Effective Service Catalog • Service Catalog Management Intro Presentation • Service Catalog Management ITILV3 • Service Catalog Reasons Hints & Tips • Toolkit Roadmap - Service Catalog Management• Bonus Documents Folder • ITIL Easy Explanation Fact Sheet • The Evolving Service Catalog • Viewpoints to Creating a Service Catalog • ISO Series Folder Step 1 – Definitions Folder • Functional Specification Template • Service Definition • Technical Specification Template

Step 2 - Process and Policies Folder • Business and IT Service Mapping • Policies Objectives Scope for SCM • Policies Objectives Scope for SLM • SLM Process Template • SLM Review Doc

Step 3 - Map Dependencies Folder • Service Design - The Big Picture • Service Enablers • The Key Links, Inputs and Outputs of Service De-

sign Step 4 - Service Levels Folder • Corporate-Based SLA Template Example • Customer-Based SLA Template Example • Operational Level Agreement Template Example • Service Agreements • Service-Based SLA Template Example• Service Options

• Underpinning Contracts Template Example

Step 5 - Establish Cost of Services Folder • Cost of Services and Pricing • Price List

Step 6 - Determine Perspectives for Catalog Folder Service Catalog Perspectives Step 7 - Publish Catalog Folder • Business Justification document • Communication Plan • E-Mail Text • Publishing a Service Catalog • Service Catalog Extended • Service Catalog Implementation Plan • Service Catalog Large • Service Catalog Medium • Service Level Project Plan • SLM Business and IT Flyers

Step 8 - Maintain and Improve Service Cata-log Folder • Catalog Maintenance and Improvement • Roles and Responsibilities of Service Catalog Man-

agement (SCM)• SCM Process Owner Role Description Template • SLM Process Owner Role Description Template

TOOLKITS

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TOOLKITS TOOLKITS

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The Service Level Management and SLA Toolkit

Service Level Management, when performed suc-cessfully, can ensure that disputes are resolved and expectations are fulfilled and generally work to improve the relationship between the IT organi-zation and the customers it supports. This estab-lished toolkit supports your Service Level Man-agement goals by providing step-by-step guides, templates, and best practice examples that will enable you to meet this challenge head on.

By creating an IT Service Management (ITSM) strategy, enterprises are able to maximize end-user productivity, improve operational effective-ness, and enhance overall business performance. If managed effectively, communications and the overall relationship between the IT organization and the business units improves, and expectations are both set and met at the correct level.

BUT designing, implementing, and maintaining a Service Level Management process can seem an overwhelming task—where do you begin? What are the benefits and goals?How do you ensure the objectives are in tune with the organizations overall mission and objectives? How can you get your managers on board with this new opportunity? How would you manage the different require-ments and expectations of your customers? How do you create an SLA, OLA, and UC? What processes and staff should be involved? Which documents do you need? What ITSM tools are required? And how do you choose them? How do you begin to ascertain what is already in place and what needs improving within the cur-rent infrastructure?

This reputable Service Level Management and SLA Toolkit promises to provide you with ALL the an-swers. It proves to act as a guiding hand to assist you in building your knowledge and understanding of Service Level Management.

A Quick Look Inside:

• 1. Presentation—SLM Introduction• 2. Presentation—Managing Change• 3. Presentation—Organizational Behavior and

Leadership• 4. SLM Scope Template• 5. SLM Communication Plan Template• 6. SLM Implementation Plan Template

• 7. SLM Business Justification Template• 8. SLM Functional Specification Template• 9. SLM Process Manager Role Description Tem-

plate• 10. SLM Business and IT Service Mapping• 11. SLM Customer-based SLA Template Example

• 12. SLM Multi-Level SLA Template Example• 13. SLM Service-based SLA Template Example• 14. SLM Objectives and Goals Template• 15. SLM Operational Level Agreement Template

Example• 16. SLM Underpinning Contract Template Example• 17. SLM Policies, Objectives, and Scope Template• 18. SLM Price List Example• 19. SLM Reports, KPIs, and Other Metrics Template• 20. SLM Service Level Requirements Template• 21. SLM Service Options Template• 22. SLM Technical Specifications Template• 23. SLM Review Doc• 24. SLM_ITSM Tool Requirements Template and

Planner• 25. SLM Capability Assessment Questionnaire• 26. Copy of Assessment Results from Capability As-

sessment—SLM• 27. Managing Change Effectively• 28. Develop Your Leadership Skills• 29. Motivation• 30. KPIs• 31. Implementation Tools• 32. Toolkit Roadmap

http://store.theartofservice.com/toolkit-downloads/the-service-level-management-and-sla-toolkit-2983.html

This Toolkit supports your Enterprise Architecture goals by providing step-by-step guides, tem-plates, and best practice examples that will enable you to meet this challenge head on.

This toolkit provides answers to all these ques-tions and is designed to provide a guiding hand to assist you in improving your knowledge and understanding of Enterprise Architecture by of-fering a step-by-step, easy to follow roadmap. It also includes easy to use templates, assessments, presentations, and documents that can be adapt-ed to your organization’s requirements.

If your company focus is on managing business strategies and investments on order to achieve set goals, then let this toolkit guide you to the end result you desire!

The PowerPoint presentations can be used to edu-cate staff, as the basis for management presenta-tions or when making business cases for imple-mentation.

The supporting documents and templates will help you identify the areas within your organization that require the most activity in terms of change and improvement and provide a starting point when designing and implementing new designs, policies, and procedures.

The additional assessments and resources will en-able you to improve your organization’s Enterprise Architecture understanding and knowledge base. The Toolkit includes:

• Enterprise Architecture Intro Presentation• Toolkit Bibliography• Toolkit Roadmap - Enterprise Architecture• Business Justification document• Glossary of Terms• Initial Self-Assessment• List of Deliverables• Roles and Responsibilities of Enterprise Architecture• Understanding Enterprise Architecture• Architecture Description• Architecture Development Process• Architecture Maturity Assessment• Architecture Principles• Developing Enterprise Architecture• Creating a Reference Model• Managing Enterprise Architecture• Enterprise Architecture in Practice• ZF3.0_The Zachman Framework

Enterprise Architecture Toolkit

Need help justifying your investment?

It took us 40 man-hours to produce the Enter-prise Architecture Toolkit: analyzing, processing, selecting and building the 'flow' from the count-

less documents and data we have produced over months (at least $50/hour that comes to $2000 of time).

In total, the end result—the Enterprise Architec-ture Toolkit—reflects close to a full time employ-ee’s week work.

At the Art of Service, we know how important your time is for you and we also understand that nobody can substitute you in certain scenarios. This is why we give you the results without you having to do all the legwork; we do the research-ing and the analysis and the collating of informa-tion we find.

All you have to do is take the outcome of all that work and use it as part of your project—to make it unique to your job, project, or task at hand in a way that only you can do.

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TOOLKITS TOOLKITS

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Meet the new face of sensational customer service!

Faster and easier than ever, this revised edition is trusted worldwide by over 5000 IT professionals. Try it now!

One of the biggest challenges faced by IT or-ganizations today is providing a high quality Help Desk that has a reputation for speedy resolution time, staff with a great technical knowledge and understanding, and, above all, a high standard of customer interaction and service. However, many organizations fail to meet this challenge and, as a result, lose customer confidence and ultimately the foundation they need to reach their goals for success.

BUT... where do you begin? What are the benefits and goals? How can you get your managers on board to sup-port and promote this function? How do you manage the different requests and expectations of your users? What staff should be involved? What kind of KPIs and measures are involved? What documentation do you need?

This Toolkit supports your Help Desk goals by pro-viding step-by-step guides, templates, and best practice examples that will enable you to meet this challenge head on.

This toolkit provides answers to all these ques-tions and is designed to provide a guiding hand to assist you in improving your knowledge and understanding of a Help Desk by offering a step-by-step, easy to follow roadmap. It also includes easy to use templates, assessments, presenta-tions, and documents that can be adapted to your organization’s requirements.

If your focus is on achieving superior Help Desk remote support and management, then let this toolkit guide you to the end result you desire!

Toolkit Includes:

• Introduction to Help Desk• Help Desk - Roles and Responsibilities• Help Desk - Objectives and Goals• Policies, Objectives, and Scope• Help Desk Process• Help Desk Metrics• Help Desk Ticket• Help Desk Technology• Help Desk Knowledge Management• Implementation Plan and Project Plan• Business Justification Document• Help Desk Review Document• Help Desk Outsourcing Template• Example Help Desk Project Plan• Example Job Description• Example Job Advertisement• Help Desk Interview Questions• Business and IT Flyers• Communication Plan• Customer Service Standards• Help Desk Telephone Skills Standards• Help Desk Skills• Help Desk Service Changes• Help Desk - Organizational Change

The Help Desk Toolkit - Second Edition

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Big Data Toolkit

Reap The 4 Big Data Benefits:

1. Big Data can unlock significant value by making information transparent.

2. Big Data allows ever-narrower segmentation of customers and therefore much more precisely tailored products or services.

3. Sophisticated analytics can substantially im-prove decision-making, minimise risks, and un-earth valuable insights that would otherwise remain hidden.

4. Big Data can be used to develop the next gen-eration of products and services.

The Art of Service has designed this toolkit to introduce Big Data concepts and provide you with the tools to successfully create a workable Big Data culture in your organization. We provide you with step-by-step guides, templates, and best practice examples that will enable you to meet this challenge head on.

Toolkit Includes:

• Big Data Intro Presentation • Toolkit Roadmap - Big Data • Big Data Development Process • Understanding Big Data Presentation • Begin with the Data Presentation • Data Storage Presentation• Data Analytics Presentation

Design Documents:

• Availability Requirements • Cost Model Template • Detailed Design • Functional Design • Hardware-Software Resource Requirements • Interface Design Specification • Security Service Requirement • Technical Architecture

Infrastructure Support Documents:

• AS-BUILT Template • Business Continuity Strategy

• Component Failure Impact Analysis Worksheet • Emergency Response Plan • Service Outage Analysis

Project Initiation Documents:

• Budgeting Guidelines • Business Plan • Business Requirements and Feasibility Study • Change Management Process • Charging Policies • Charging Template • Project Initiation • Project Scope • Request for Change Form • Risk Assessment Template • Risk Register • Service Based SLA

http://store.theartofservice.com/toolkit-downloads/big-data-toolkit.html

TOOLKITS TOOLKITS

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The Gamification Toolkit

Are You Game? Do What It Takes to Achieve Your Goals!

By 2015, 50% of companies that manage innova-tion and research will use gamification to drive innovation (Gartner).

As gamification is just beginning and few public examples exist today, this means that gamifica-tion offers huge opportunities for innovative prod-ucts and services.

This kit supports your gamification goals by achieving higher levels of engagement, changing behaviors and/or stimulation of innovation.

You focus on choosing and creating the outcome of your gamification effort and let the gamification toolkit guide you to the end result.

Toolkit Includes:

• Gamification Introduction Presentation• Gamification_A Starting Point Checklist• 47 Gamification_Game Dynamics_Terms & Defini-

tions• Real Life Examples_Presentation• Gamification_Game Mechanics_12 Terms and Defi-

nitions• Gamification in Education_Presentation• Gartner Gamification Research Article• Presentation - Gamification for Power, Influence and

Persuasion• Selling Gamification to your Organization_An Exam-

ple Business Case• Gamification Project Business Plan Template• Gamification Project_Business Requirements and

Feasibility Study• Gamification Project Scope Template• Gamification Project Communication Plan• Gamification Project Communications Schedule

Template• Gamification Project Roles and Responsibilities Tem-

plate• Gamification Project Team Directory Template• Gamification Hardware/Software Resource Require-

ments• Gamification Project Cost Accounting template• Gamification Cost Reporting• Gamification Executive Committee Report template• Gamification Ideas, Examples and Options_ 145

page paper

• Gamification Job Roles, Info and Example Job Re-quirements

• Gamification Hints & Tips• Gamification – FAQs• 3 Smart Ways to Gamify Your Startup• Example Gamification Privacy Policy Template

• Presentation - Organiza Gamification Toolkit Cover.jpg tional Behavior and Leadership

• Organizational Behavior Survey• Presentation - Managing Change• Managing Change Effectively• Toolkit Roadmap• Project Change Policy Template• Gamification Project Implementation Tools

http://store.theartofservice.com/toolkit-downloads/the-gamification-toolkit.html

The Supplier Management Toolkit

Are you always trying to find profitable ways in which to market products?

Are you interested in increasing product margins?

Are you concerned with managing relation-ships with suppliers?

Then you might be the next expert in Sup-plier Management!

Any driven organization requires the ability to obtain value for money from suppliers and to ensure that they perform to the level and standard within their contract and agreements, while also conforming to all of the set terms and conditions.

The goal of our well-developed Supplier Manage-ment Toolkit is to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, and to ensure that value for money is obtained. This toolkit is proven to help you succeed in the implementation of this process!

The purpose of the Supplier Management process is to obtain value for money from suppliers and to en-sure that suppliers perform to the targets contained within their contracts and agreements, while con-forming to all of the terms and conditions.

The Art of Service has designed an inspirational Supplier Management Toolkit, which improves and maintains the relationship with your organization’s suppliers. The process should include the manage-ment of all suppliers and contracts needed to sup-port the provision of IT services to the business. Each service provider will have a formal process for the management of all suppliers and contracts. This promises to ensure your organization develops ben-eficial relationships with your most desired supply partners!

A Quick Look Inside—This Fundamental Toolkit Contains:

• ITIL® Supplier Management Presentation

• Toolkit Introduction Presentation• Outsourcing—Sourcing Strategy Presentation• ITIL® Outsourcing Presentation—CSI• Supplier Management—Roles and Responsibilities• Service Sourcing Structures• Sourcing roles and responsibilities• Example Outsourcing Contract template• Example Outsourcing—Service Levels• Example Outsourcing—Service Levels• Outsourcing Transition Plan• IT Outsourcing ITIL® Process Assessment v2.1• Example Service Desk Project Plan• Toolkit Roadmap

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TOOLKITS TOOLKITS

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Event Management Toolkit

Discover the tried and tested solution to ALL of your Event Management problems!

We have created a PRACTICAL and CONVENIENT method of providing your organization with the secrets to succeeding in the implementation of Event Management.

The information delivered within the toolkit is based on the ITIL® framework, specifically the Service Operation stage, which incorporates the updated ITIL® Event Management process.

If you want to manage or implement a successful Event Management process, you MUST have this Event Management Toolkit!

This specially-designed toolkit will assist you in perfecting the art of Event Management activi-ties and its process within your IT environment. It will provide you with the ability to identify target audiences, develop event concepts, and plan and coordinate the process for maximum efficiency.

The Art of Service has created The Event Manage-ment Toolkit to ensure your organization has the answers to ALL of your questions and to BOOST your knowledge, skills, and techniques for flaw-less Event Management.

This leading Event Management Toolkit contains Presentations, Blueprints, and Assessments.

The carefully created Power Point Presentations can be used to educate, as the basis for manage-ment presentations, or when making business cases for Event Management implementation. These presentations will give you an insightful plethora of knowledge and understanding of all the terms, activities, and concepts required within the Event Management process.

The Implementation Plan and the Service Opera-tion Readiness Assessment focus on your organi-zation. These assessments cover the questions you need to ask your staff, as well as policies, procedures, and technology to gain a current insight into the ITIL® maturity of your organiza-tion. They are user-friendly, easy-to-edit spread-sheets that provide detailed results and graphs to support your reports.

Additional information and bonus material con-taining success secrets to embedding the ITIL Event Management process into any organization are provided and will enable you to vastly in-crease your success rate.

A Quick Look Inside: This Incomparable Toolkit Contains:• Presentation: ITIL® Event Management• Event Management Introduction Presentation• Event Management Mindmaps• Event Management Roles and Responsibilities• Event Management Process Flow• Event Management Technology Considerations• Event Management Business Justification Document• Event Management Communication Plan• Event Management Business Flyer• Implementation Plan • Service Operation Readiness Assessment • Toolkit Roadmap

http://store.theartofservice.com/toolkit-downloads/event-management-toolkit.html

The Knowledge Management Strategy Kit

Boost Your Understanding of KM Today!

Learn the EASY way to IMPROVE business performance.

Knowledge Management (KM) can be a difficult un-dertaking, both in terms of understanding the new concepts and practical implementation.

Luckily, The Art of Service has devised a stress free, practical guide to mastering the art of knowledge management and making it work for your business.

This creative Knowledge Management Toolkit helps you to use Knowledge Management to make sure that key decisions are made from a fully informed position, as you build upon your existing intranet, data warehouse, and project management invest-ment. It gets you through the fundamental urgen-cies of an enterprise KM system, from end-to-end, showing how each stage can serve as a foundation for later enhancements.

Thoroughly revised to reflect today's latest tools, technologies, and best practices, this hands-on guide offers a complete road map for building KM systems incrementally with each step delivering new business value and seamlessly building on the elabo-rate work that preceded it.

Utilizing practical checklists and diagrams, the Knowledge Management Toolkit introduces today's best techniques for planning, designing, developing, deploying, and managing knowledge.

Use Knowledge Management to ensure the right deci-sions are made!

The Knowledge Management Toolkit con-tains presentations, templates, and essen-tial resources:

• The carefully created Power Point Presentations can be used to educate, as the basis for manage-ment presentations, or when making business cases for Knowledge Management implementa-

tion. These presentations will give you an insightful plethora of knowledge and understanding of all the terms, activities, and concepts required within the Knowledge Management process.

A Quick Look Inside—This Innovative Toolkit Contains:

• ITIL® Knowledge Management Presentation• Toolkit Introduction Presentation—Knowledge Man-

agement• Policies, Objectives, and Scope• Business Justification Document• Roles and Responsibilities• Knowledge Management Tools• Communication Plan• Service Knowledge Management System• Knowledge Management Review Document• Knowledge Management Implementation and Pro-

ject Plan• (Also includes Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/the-knowledge-management-strategy-kit-isbn-tk00282.html

TOOLKITS TOOLKITS

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IT Service Continuity Process Management Kit

Disasters Don't Care if You're Ready!

The advanced IT Service Continuity Process Man-agement Toolkit aims to help you manage risks that could seriously impact the IT services of your or-ganization. It has been produced to ensure that you can maintain continuity by reducing the risk from disastrous events to an achievable level and plan for the recovery of your IT services.

With this knowledge and understanding, you can see the importance of the process. We can also see by unfortunate recent events that none of us can avoid thinking of what we would do in the event of a disas-ter that interrupts our ability to provide IT services.

Rescue yourself from unplanned disasters!

The IT Service Continuity Process Management Toolkit contains presentations, templates, assess-ments, and essential resources:

The carefully created Power Point Presentations can be used to educate, as the basis for management presentations, or when making business cases for IT Service Continuity Process Management implemen-tation. These presentations will give you an insightful plethora of knowledge and understanding of all the terms, activities, and concepts required within the IT Service Continuity Process Management process.

A Quick Look Inside—This Step-By-Step Toolkit contains:

• Vital Records Template• Typical Contents of a Recovery Plan• Toolkit Roadmap—ITSCM Management• Toolkit Introduction Presentation–ITSCM• Salvage Plan Template• Risk Assessment Template• Risk Assessment Questionnaire• Reports, KPI Targets, and Additional Metrics• Reciprocal Arrangements• Policies, Objectives, Scope• Objectives and Goals• Management of Risk Framework MOR

• ITSC Management Presentation• Implementation Plan—Project Plan• Example Business Impact Analysis• Environmental Architectures and Standards• Emergency Response Plan• E-Mail Text

• Continuity Review Document• Communication Plan• Business Justification document• Business Impact Analysis• Business Continuity Strategy• Business and IT Flyers

http://store.theartofservice.com/toolkit-downloads/it-service-continuity-process-management-kit-isbn-tk00159.html

The Capacity Management Toolkit

Become a Capacity Management entrepreneur!

If you want a quality education on how to achieve in the world of IT capacity, this toolkit will demonstrate how easy it can be to produce and maintain effective capacity management.

Capacity Management is a process used by IT pro-fessionals to manage information technology. Its primary goal is to ultimately ensure that IT capacity meets current and future business requirements in a cost-effective manner.

This stand alone toolkit has been designed to help you deliver exceptional capacity management in your organization. Through the process of actively work-ing your way through the well-organized templates, presentations, and documents created specifically to increase your understanding and knowledge, you will discover a proficient process for implementing capacity management.

The Capacity Management Toolkit contains presenta-tions, templates, and essential resources:

Presentations can be used to educate, as the basis for management presentations, or when making busi-ness cases for Capacity Management implementa-tion.

Supporting documents and assessments that will help you identify the areas within your organization that require the most activity in terms of change and improvement.

A Quick Look Inside—This Accomplished Toolkit Contains:

• Capacity Management Business and IT Service Map-ping

• Capacity Management Business Justification Docu-ment

• Capacity Management Presentation• Capacity Management—Roles and Responsibilities

• Capacity Review Document• Capacity Management Process Manager• Communication Plan• Implementation Plan: Project Plan• Objectives and Goals• Policies, Objectives, and Scope

• Reports, KPIs, Other Metrics• Toolkit Introduction Presentation—Capacity Manage-

ment• Toolkit Roadmap—Capacity Management• Typical Contents of a Capacity Plan

http://store.theartofservice.com/toolkit-downloads/cap-capacity-management-cap-capacity-management-zip.html

TOOLKITS TOOLKITS

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The ITSM Starter Kit: 2011 Edition

Set the world standard for enterprise IT, policies, and procedures in your organization with the ITSM Starter Kit—Third Edition!

The best-selling ITSM Starter Kit—Third Edition de-livers a comprehensive collection of factsheets, read-ing material, illustrated models, and well-designed worksheets that are proven to help any organization get up to speed on ITSM principals fast!

The ITSM Starter Kit will help your team prioritize your ITSM implementation based on which ITSM principals will provide the most immediate benefit to your company.

Wouldn’t it be great to know which ITIL® practices would benefit your company the most so you can prioritize your focus?

A wealth of ITSM Tools and Critical Information is now at your finger tips!

A Quick Look Inside: This Innovative Toolkit Provides You With:1. ITIL® V2 to V3 Bridging Information2. ITIL® v2 to v3 Bridging Overview3. ITIL® v2 to v3 Bridging Introduction Presentation4. Service Strategy Lifecycle Phase Introduction

• Service Strategy Lifecycle Phase Introduction Presentation

• Description of Asset Types• Challenges, CSFs and Risks

• Service Design Lifecycle Phase Introduction• Service Design Lifecycle Phase Introduction Pres-

entation• The Service Design Package• Measurement of Service Design• Implementing Service Design• Service Acceptance Criteria

• Service Transition Lifecycle Phase Introduction• Service Transition Lifecycle Phase Introduction

Presentation• Service Transition Managing Communications and

Commitment• Service Transition Organization of Service Transi-

tion• Service Operation Lifecycle Phase Introduction

• Service Operation Lifecycle Phase Introduction Presentation

• Service Desk - Metrics• Service Operation Functions - Roles & Responsi-

bilities• Continual Service Improvement Lifecycle Phase

Introduction• CSI Lifecycle Phase Introduction Presentation• Service Measurement Reporting• CSI Roles and Responsibilities

• ITIL® IT Service Management Beginners Guide V8 and ITIL® V3 Lifecycle Phase and Process Factsheets

• Service Strategy Factsheet• Service Design Factsheet• Service Transition Factsheet• ITIL® Lifecycle Stage Readiness Assessments

• ITIL® Service Strategy Readiness Assessment V1• ITIL® Service Design Readiness Assessment V1• ITIL® Service Transition Readiness Assessment

V1• ITIL® Service Operation Readiness Assessment

V1• ITIL® Continual Service Improvement Readiness

Assessment V1• ITIL® Service Management Practices Executive

Overview

Extra ‘Bonus’ Material(Also includes Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/the-itil2011-starter-kit-2010-edition.html

Financial Management Process Kit

Give your organization the techniques need-ed to achieve your financial goals.

You can find EVERYTHING you need right here!

Financial control and planning are critical to the success and longevity of any organization. The Art of Service has done the research and put in the man hours to deliver to you a one-of-a-kind, all encompassing Financial Management Toolkit that caters to your company’s every need.

The information found within the Toolkit is based on the ITIL® framework, specifically the Service Strategy phase, which incorporates the updated ITIL® Financial Management process.

The Financial Management Toolkit :

• Flows logically• Is scalable• Provides you with presentations, templates, and

documents• Most importantly, SAVES you time!

It contains Presentations, Blueprints, and Assess-ments:

The carefully created Power Point Presentations can be used to educate or be used as the basis for management presentations or when making busi-ness cases for Financial Management implementa-tion. These presentations will give you an insight-ful plethora of knowledge and understanding of all the terms, activities, and concepts required within the Financial Management process.

A Quick Look Inside: This Step-By-Step Toolkit Provides You With:

• ITIL® Financial Management Presentation• Toolkit Introduction Presentation - Financial Man-

agement• Objectives and Goals• Policies, Objectives, and Scope• Communication Plan• Financial Management Process Manager• Business Justification Document• Accounting Policies• Accounting Template• Budgeting Guidelines

• Budget Template• Charging Policies• Charging Template• BONUS File Standardized Financial Statements Tem-

plate• Reports, KPIs, and other Metrics

• Cost Model Template• Sample Business Case Structure• Common Business Objectives• Single Business Impact can affect multiple business

objectives• Multiple Business Impacts can affect single business

objectives• NPV Decisions• Example Model: Calculation of a Service Manage-

ment ROI• Example Trend Line Analysis• Review Document• Implementation and Project Plan• Toolkit Roadmap

http://store.theartofservice.com/toolkit-downloads/financial-management-process-kit-isbn-tk00128.html

TOOLKITS TOOLKITS

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ISO/IEC 27000 Toolkit

ALL the knowledge and skills you need to meet your Information Security Management Systems standards can be found right here!

The aim of The Art of Service’s ISO/IEC 27000 Toolkit and the standard itself is to deliver a model for establishing, implementing, operating, moni-toring, reviewing, maintaining, and improving an Information Security Management System.

This step-by-step toolkit is designed to act as a starting point for your organization. It is guaran-teed to give you a clear path to travel to reach your company goals.

The toolkit provides you with templates, useful guides, and innovative assessments to ensure you make the most out of what the ISO/IEC 27000 Toolkit has to offer.

A Quick Look Inside: This First-Class Toolkit Contains:

ISO/IEC 27000 Introduction

• ISO/IEC 27000 Introduction• Information Security Management—Roles and Re-

sponsibilities• Certifying Information Security Management Sys-

tems• ISO27000 Statement of Applicability Example• ISO/IEC 27001 Awareness Terms and Definitions• Mapping Responsibilities ISO _IEC 27000• Mapping—Terms and Usage ISO 20000 and ISO

27000• ISO_IEC 27000 FAQs

Information Security Management Resources

• Objectives and Goals• Communication Plan• CRAMM• Guidelines for Building an Electronic Data Retention

Policy• Implementation Plan—Project Plan• Policies, Objectives, Scope• Reports, KPIs, Other Metrics• Security Audit Template• Security Incident Template• Security Service Requirement• Security Process Manager Document• Security Management Review Document

Business Continuity Management Resources

• BCM Objectives and Goals

• BCM Communication Plan• BCM Policies, Objectives, and Scope• BCM Business Justification Document• BCM Example Business Impact Analysis• BCM Business Impact Analysis Info sheet• BCM Risk Assessment Template

• BCM Environmental Architectures and Standards• BCM Reciprocal Arrangements• BCM Salvage Plan Template• BCM Business Continuity Strategy• BCM MOR Framework• BCM Risk Assessment Questionnaire• BCM Typical Contents of a Recovery Plan• BCM Emergency Response Plan• BCM Reports and KPI Targets and Additional Metrics• BCM Vital Records Template• Business Continuity Management Review Document• Business Continuity Management Implementation

and Project Plan

Risk Management Resources

• Risk Management Framework• Risk Assessment Questionnaire• Risk Assessment and Control Form• Generic Project Risk Assessment• Conducting a Risk Management Review• Checklist on Assignment of Risk Ownership

Bonus Resources.

(Also includes Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/iso-iec-27000-toolkit.html

The ISO/IEC 20000 Toolkit

Set the International Standard and Stand Out!

Explore the #1 Guide to Becoming a More Com-petitive, Cost and Time Effective Organization.

Leading ITSM professionals have gone to great lengths to develop an all-encompassing guide to the ultimate success of those who make the right choice to implement it

Having worked with organizations providing ser-vices into the Government, we were mandated (as part of our contract of service) to conform to ISO20000.

It is positively essential for any organization, either delivering service into the Public Sector or with significant Public Sector links, to look towards ISO 20000 at the earliest opportunity, before the inevitable is forced upon them.

A Quick Look Inside—This #1 Toolkit con-tains:

• Building a Business Case• Example Communication Plan Content List• ISO 20000 Easy Explanation Factsheet• ISO 20000 Sample Outsourcing Agreement• ISO IEC 20000 Introduction Presentation• ISO IEC 20000 Presentation Chapters 6–10• ISO IEC 20000 Presentation• Management Commitment and Co-ordination Pres-

entation• Mapping Responsibilities• Metrics and Reports• Scoping Example—Tata Communications Attains

ISO 20000 and 27001 Certifications for Managed Services and Data Centers

• Terms and Definitions and Acronyms• COBIT Factsheet• COBIT Presentation• ISO 9000 Easy Explanation Factsheet• ISO 9000 Model of a Process-based Quality Man-

agement System• ISO 27000 Presentation• Mapping—Terms and Usage• ISO 38500 Easy Explanation Factsheet• ISO 38500 Presentation• Example—Availability Reporting• Example—High Level Goals and KPIs• Example—KPIs of the value of Service Management• Examples of Service Quality Metrics

• IT Governance Metrics, Measures, and Benchmark-ing—ITIL® Presentation

• Simple Six Sigma Calculator• Six Sigma—Short Overview• Six Sigma Defining Requirements• Six Sigma Presentation

• Starter Kit Document• ISO Assessment Example Chapter 3• ISO Assessment Example Chapter 4• ISO Assessment Example Chapter 5• Process Summary—Budgeting and Accounting• Process Summary—Business Relationship Manage-

ment• Process Summary—Capacity Management• Process Summary—Change Management• Process Summary—Configuration Management• Process Summary—Incident Management• Process Summary—Information Security Manage-

ment• Process Summary—Problem Management• Process Summary—Release Management• Process Summary—Service Continuity and Availabil-

ity Management• Process Summary—Service Level Management• Process Summary—Service Reporting• Process Summary—Supplier Management• ISO 20000 FAQs• ISO/IEC 20000 Foundation Program Overview• ISO/IEC 20000 Professional Program M&I Overview• ISO/IEC 20000 Professional Program Support of IT

Overview• Toolkit Roadmap

http://store.theartofservice.com/toolkit-downloads/implementing-iso-standards/the-iso-iec-20000-toolkit-isbn-tk00149.html

TOOLKITS TOOLKITS

Page 18 of 33 Page 19 of 33

Six Sigma Toolkit

Get your hands on a BUSINESS PHILOSOPHY that focuses on continuous improvement.

An organized process for structured analysis of data.

Six Sigma can be viewed as a strategy developed to improve the quality of business processes by identifying and removing the underlying causes or errors and minimizing variables within business processes.

Completely rewritten and reorganized, this second edition of The Six Sigma Toolkit covers all the ba-sic statistics and quality improvement tools of the Six Sigma quality management system. This new edition reflects the developments in Six Sigma over the past few years and will help maintain the Toolkit's position as the leading comprehensive guide to Six Sigma.

The most comprehensive Six Sigma reference available—now revised and expanded.

The Six Sigma Toolkit contains presentations, templates, and essential resources.

The supporting documents provided within this toolkit will help you identify the areas within your organization that require the most activity in terms of change and improvement.

The carefully created Power Point Presentations can be used to educate, as the basis for manage-ment presentations, or when making business cases for Six Sigma implementation. These pres-entations will give you an insightful plethora of knowledge and understanding of all the terms, activities, and concepts required within the Six Sigma process.

A Quick Look Inside—This First-Class Toolkit Contains:

• 1. Factsheet Six Sigma in a nutshell. This is a simple, concise overview of Six Sigma. Key phrases, concepts, and basic activities are summarized.

• 2. Six Sigma Presentation• 3. Overview Document• 4. Workshop Presentation• 5. Building a Six Sigma organization• 6. Six Sigma Calculator• 7. Six Sigma Starters Document

• 8. Defining Requirements• 9. Process Definition• 10. ITIL® Process Assessment• 11. Maturity score• (Also includes Toolkit Roadmap)

Features of the all-new edition:

• Many pages with easy-to-follow sections• An extensive must-do checklist based on our expe-

rience implementing Six Sigma in over 40 industries• New practical advice on awareness, planning, im-

plementation, and review• New commentary on delivering upon business value• All-new ‘tune-up’ section tailored to improve the

performance of existing initiatives• Fully updated throughout to take account of current

Best Practices and policies and the state of their use

http://store.theartofservice.com/toolkit-downloads/six-sigma-toolkit-isbn-tk00244.html

Availability Management Process Kit

Look no further for an effective way to implement and improve the IT structure and quality of your business!

The Knowledge Solution: Stop Searching, Stand Out and Pay Off. The #1 ALL ENCOMPASSING Guide to Availability Management.

An Important Message for ANYONE who wants to learn about Availability Management Quickly and Easily, "Here's Your Chance To Skip The Strug-gle and Master Availability Management with the Least Amount of Effort…"

This best-selling Availability Management process Toolkit is your answer to ensuring that your IT Services and their supporting Infrastructure can be delivered in a cost-effective manner, with a reliable level of Availability, in line with your busi-ness objectives.

Are you looking to learn more about Availability Management?

You're about to discover the most spectacular gold mine of Availability Management materials ever created; this toolkit is a unique collection to help you become a master of Availability Management.

This one-of-a-kind Toolkit is designed to answer ALL questions that the Availability Management process raises and will provide your organization with:- Useful guides- Templates- Essential and easy to follow assessment to build on your skills and knowledge

A Quick Look Inside: This Time-Saving Toolkit Provides You With:

• ITIL® Availability Management Presentation• Toolkit Introduction Presentation - Availability Man-

agement• Objectives and Goals Document• Policies, Objectives, and Scope• Business Justification Document• Recovery Template detailing plan for unexpected

service lapses• Component Failure Impact Analysis document• Availability Requirements Template

• Roles and Responsibilities• Availability Management Process Manager role(s)

definition• Service Outage Analysis document• Reports, Key Performance Indicators ( KPIs) and

other Metrics definition Template

• Communication Plan to describe Availability Man-agement to your organization

• Project and Implementation Plan Template• Availability Management Review Document• Toolkit Roadmap

http://store.theartofservice.com/toolkit-downloads/availability-management-process-kit-isbn-tk00051.html

TOOLKITS TOOLKITS

Page 20 of 33 Page 21 of 33

IT Governance Metrics, Measurements and Benchmarking Kit

Seventy percent of all IT projects fail; don’t let this happen to YOU!

“5 out of 5 stars, Important Management Title With A Groundbreaking Framework” - Rhett Kerr

In this Toolkit, IT Service Management experts at The Art of Service argue that the real reason IT fails to deliver value is that companies have no formal system in place for guiding and monitoring IT decisions.

This IT savvy toolkit delivers a set of tools to deal with a challenging leadership issue. It is rare that you find a detailed, pragmatic guide to something that is subject to such misunderstanding and de-bate.

Governance, in general, and IT governance, in particular, is often left to the realm of politics, personality, and perception. This toolkit takes a look at how to make IT governance matter and function properly. The tools allow you to show governance on a page and align governance deci-sions with business strategy and metrics—all good things.

Why should you care about IT governance? Well, because good IT governance is related to good business performance. Also, as information and technology handle more business, making deci-sions about these assets becomes critical.

The IT Governance Metrics, Measurements, and Benchmarking Toolkit contains presentations, as-sessments, and essential resources.

The assessments and calculator will help you iden-tify the areas within your organization that require the most activity in terms of change and improve-ment.

Presentations are a great education tool and detail all the ‘what you need to knows’; they can also be used as the basis for management presentations or when making business cases for IT Governance Metrics, Measurements, and Benchmarking imple-mentation.

A Quick Look Inside—This Fundamental Toolkit contains:

• Toolkit Roadmap—IT Governance Metrics, Measure-ments, and Benchmarking

• Toolkit Introduction Presentation—IT Governance Metrics, Measurements, and Benchmarking

• Defining Requirements• IT Governance Metrics, Measures, and Benchmark-

ing—ITIL® Presentation• IT ROI Calculator• ROI—ITIL® Presentation• ISO 20000—Introduction Presentation• Starter Kit Six Sigma Document• Six Sigma—Short Overview• Six Sigma Calculator• Six Sigma Presentation• Example—High level goals and KPIs• Example—KPIs of the value of Service Management• Examples of Service Quality Metrics• Example—Availability Reporting

http://store.theartofservice.com/toolkit-downloads/it-governance-metrics-measurements-and-benchmarking-kit-it-governance-metrics-measurements-and-benchmarking-kit-zip.html

Configuration Management Process Kit

Does Your Organization Need a Structured Approach to IT Configuration?

Are You Struggling to Maintain Performance Consistency?

If you are looking to learn more about Configu-ration Management, you’re about to uncover the most spectacular treasure trove of Configuration Management materials ever created; this toolkit is a unique collection to help you become a master of Configuration Management.

Configuration Management is the process that is central to all ITIL® processes (both Service De-livery and Service Support). It exists to create an environment where all IT services and infrastruc-ture components, including relevant documenta-tion, are under control.

The highly regarded Configuration Management Process Kit promises to deliver original and imagi-native resources to ensure your organization has total control over your IT services.

Configuration Management is a complex respon-sibility, embracing a number of disciplines. The process requires a range of technical skills and knowledge sets and should be planned.

The reputable and reliable professionals at The Art of Service have put in the man hours to develop a well thought out, impressive guide to giving you the know-how and understanding of how to man-age your IT services.

The certified kit has been specifically designed for those who have Configuration Management awareness or skills but not the time to develop the necessary templates and structure for the pro-cess implementation.

This accomplished toolkit puts you on the path to an expert implementation process. Be prepared for INSTANT GRATIFICATION!

A Quick Look Inside—This Unique Toolkit contains:

• Configuration Management Review Document• Configuration Management Implementation Plan/

Project Plan• Configuration Management Policies, Objectives, and

Scope Document• Business and IT Service Mapping• Communication Plan• Configuration Management Objectives and Goals• Configuration Process Manager Document• Identification Guidelines Document• Status Accounting Guidelines• Configuration Management Verification and Audit

plan and Templates• Configuration Management Database (CMDB) De-

sign Document and Template• Configuration Management Reports, KPI Targets,

and Additional Metrics• Configuration Management Power Point Presentation• Business Justification Documents• (Also includes the Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/configuration-management-process-kit-isbn-tk00105.html

TOOLKITS TOOLKITS

Page 22 of 33 Page 23 of 33

The Change Management Toolkit

Need help Managing IT Changes in your Or-ganization?

Look no further and purchase this one-of-a-kind Change Management Toolkit today!

Any successful business will understand the im-portance of maintaining effective Change Manage-ment processes within their organization. Change Management processes are implemented to ensure IT Services are delivering what they prom-ised: TRUST.

The Art of Service’s Change Management Toolkit improves and maintains IT Service quality, pro-viding a structured approach to managing and implementing changes in the IT Infrastructure. The toolkit will enable you to repetitively conduct actions that include scheduling, reporting, and monitoring of IT changes.

Here is your chance to take control of your organi-zation with this original, first class resource for Change Management. This Toolkit will provide you with all of the information, definitions, and pro-cesses needed to successfully and easily integrate a Change Management program into your organi-zation.

This leading Change Management Toolkit contains Presentations, Blueprints, and Assessments.

The carefully created Power Point Presentations can be used to educate or be used as the basis for management presentations or when making busi-ness cases for Change Management implementa-tion. These presentations will give you an insight-ful plethora of knowledge and understanding of all the terms, activities, and concepts required within the Change Management process.

The supporting documents and assessments provided within this Toolkit will help you identify the areas within your organization that require the most activity in terms of change and improve-ment.

A Quick Look Inside: This First-Class Toolkit contains:

• Change Management Intro Presentation• Change Management ITIL® Presentation• Types of Change Request

• Toolkit Roadmap - Change Management• Roles and Responsibilities• Request For Change (RFC) Template• Reports KPI's other metrics• Policies objectives scope• Implementation Plan: Project Plan• Example Request for Change Workflow• Example Contents of Change Documentation• Communication Plan• Change Review Document• Change Schedule template• Change Mgmt Business and IT Flyers• Change Management E-Mail Text• Category Definition• CAB Meeting minutes• Business Justification document• COBIT Fact Sheet• Microsoft Operations Framework Presentation• Six Sigma Fact Sheet

http://store.theartofservice.com/toolkit-downloads/the-change-management-toolkit.html

Problem Management Process Kit

Having trouble diagnosing the problem?

Are you unable to prevent disastrous inci-dents from occurring?

The solution to your Problem Management worries is here!

Find ALL of the answers to your questions within the highly-rated Problem Management Toolkit.

Problem Management is often considered to be one of the best processes that can provide quick returns. It is a process that delivers measurable benefits by removing errors from the IT Infra-structure. This toolkit delivers a wide variety of resources to BOOST your understanding and abil-ity to implement Problem Management in your organization.

If you are looking for awareness or skills but don’t have the time to develop the necessary templates and structure for implementation, then this toolkit is made for you!

The solution to your Problem Management worries is here!

The Problem Management Toolkit is a well thought out and carefully designed to meet the needs of any organization or go getter who is ready to make a positive change in their work place. It provides you with useful guides and user-friendly templates to assist you on your journey to becom-ing an efficient Problem Manager.

This world class toolkit demonstrates how to pre-vent and manage possible problems resulting in incidents in your business. This is crucial in order for you to reduce the number of problematic, un-wanted, unplanned, and unappreciated incidents from happening.

The Problem Management Toolkit works with you to ensure your company has less disruption to daily management of business-related tasks. You cannot afford to miss out on this opportunity!

A Quick Look Inside: This Leading Toolkit

Provides You With:

• Toolkit Introduction Presentation—this presentation gives an introduction to the toolkit.

• Problem Management ITIL® Presentation—this presentation provides good knowledge and under-

standing of all the terms, activities, and concepts required within Problem Management.

• Objectives and Goals• Problem Management Process Flow• Policies, Objectives, and Scope• Problem and Known Error Category Definition• Problem Ticket Template• Known Error Ticket Template• Problem Analysis• Communication Plan• Example E-Mail Text• Example Business and IT Flyers• Technology Considerations• Service Knowledge Management System• Roles and Responsibilities• Problem Manager Process Manager• Business Justification Document• Problem Management Reports, KPIs, Other Metrics• Implementation Plan and Project Plan• Problem Management Review Excel Document• Toolkit Roadmap

http://store.theartofservice.com/toolkit-downloads/problem-management-process-kit.html

TOOLKITS TOOLKITS

Page 24 of 33 Page 25 of 33

The Corporate Endpoint (Mobile) Device Policies Toolkit

Invest in a Mobile Device Management Solu-tion That Suits You!

Many organizations are looking to improve their understanding with regards to managing mobile devices as an overall improvement to the struc-ture and quality of the organization.

The Toolkit is designed to answer a lot of the questions that Mobile Device Management raises and provides you with useful white papers, guides and essential, but simple templates.

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 advice.

The Corporate Endpoint – Mobile Device Manage-ment toolkit includes 34 documents and:

• Flows logically,• Is scalable,• Provides presentations, templates and documents,• Saves you time.

The documents included in this toolkit are:

Toolkit Roadmap• 12 Steps to a Successful Mobile Software Project• Authenticating Users on Handheld Devices docu-

ment• Checklist for using iPads on your Network document• Corporate Governance – Misuse and Abuse of Mo-

bile Devices Whitepaper• Example Business Case Mobile Devices• Example Employee Mobile Device Policy Template• Example Mobile Phone and Wireless Device Poli-

cy_21 page template• Guidelines on Cell Phone and PDA Security• iPad- Business• iPad- MDM• iPad- Security• iPhone - Business• iPhone- MDM• iPhone- Security• Mobile Device Management - Example Business

Impact Assessment Template• Mobile Device Management Presentation• Mobile Device Security – Securing the Handheld,

Securing the Enterprise• Security Management - Mobile Devices Review• Adams State College Colorado - Mobile Computing

Policy• BBC - blackberry mobile devices• NHS Mobile Communications Devices Policy

• NHS Mobile Computing Procedure• NHS Remote Working Policy• Checklist on Assignment of Risk Ownership• CRAMM• Generic Project Risk Assessment• Risk Assessment and Control Form

• Risk Assessment Questionnaire• Risk Management Framework• Risk Management Review• Certifying Information Security Management Sys-

tems Overview.• ISO_IEC 27000 Standard - Requirements for Mobile

Computing and Teleworking• Objectives and Goals- Security Management• Security Management Implementation Plan- Mobile

Devices• Security Roles & Responsibilities

http://store.theartofservice.com/toolkit-downloads/the-corporate-endpoint-mobile-device-policies-toolkit.html

The Business Process Management Toolkit

Achieve your dream of business efficiency while striving for innovation, flexibility, and integration with technology!

The IT professionals at The Art of Service have strived to create an effortless, yet involved, guide to implementing and maintaining business pro-cess continuity in any organization. This means you!

The elaborate Business Process Management toolkit endeavors to help you organize your busi-ness and maximize its financial, market coverage and strategic goals. In a recent survey of 1,400 CIOs by Gartner Executive Programs, the top business priority identified was business process improvement.

The real value of BPM comes from gaining vis-ibility and control of the business process. By applying technology, BPM software can activate the process, orchestrate the people, data, and systems that are involved in the process, and give the business managers a view into how the process is operating, where bottlenecks are oc-curring, and highlight areas for possible process optimization.

A Quick Look Inside—This Accomplished Toolkit Contains:

• Presentation 1—Toolkit Introduction Business Pro-cess Management

• Presentation 2—BPM and Workflow Software• Presentation 3—Avoiding Disaster: your first BPM

Project• Presentation 4—Value and Benefits: make your

case for BPM• Presentation 5—BPM and ROI• Presentation 6—BPM Continual Improvement• Toolkit Roadmap• Align Roles and Responsibilities to Make BPM Work• BPM—Design for Workflow and Rules Management

Systems• BPM Architecture Considerations• BPM Benefits Checklist• Business Process Management—how to scale your

process Documentation Initiative• Business Process Modeling Notation• Business Process Modeling Overview• Example Common Business Objectives—BPM• KPIs (Key Performance Indicators)• Perform Business Continuity and Disaster Recov-

ery via Business Process Management and Other Software Tools

• Project to Program• RACI Methodology and BPM• The Business Process Model• The Integration of Knowledge Mapping into Existing

Business ProcessesCase Study• Business-Process-Model—Medicare Australia• Medicare Case Study Example

Bonus Material

• Simple Six Sigma Calculator• Six Sigma—Short Overview• Six Sigma Defining Requirements• Six Sigma Factsheet• Six Sigma Presentation• Six Sigma Starter Kit Document

http://store.theartofservice.com/toolkit-downloads/the-business-process-management-toolkit-practical-guidelines-to-successful-implementations.html

TOOLKITS TOOLKITS

Page 26 of 33 Page 27 of 33

Organizational Behavior and Leadership Management Essentials Toolkit

Manage Change and Human Behaviors Effec-tively!

Build and Manage your Team and Get Better Results Today!

The purpose of studying organizational behav-ior is to enable us to build better relationships by achieving human objectives, organizational objectives, and social objectives. This carefully designed guide works with you to cover essential organizational behavior topics, such as human behaviors, managing change, leadership skills, team building, and management skills.

Organizations today must achieve excellence in human relations and that success starts with quality organizational behavior.

The Art of Service has cracked the code once again! This complete toolkit continues to gain popularity and covers the most relevant topics in organizational behavior today, such as TQM, reen-gineering, technology, empowerment, declining employee loyalty, and 360-degree performance appraisals.

Lively and informative, this intricately-crafted introduction to the field of organizational behavior (OB) condenses the essential elements of the field into a tightly-focused presentation. Its concise format is flexible enough to combine with cases, readings, and experiential materials.

A Quick Look Inside—This Top-Notch Toolkit Contains:

Presentation 1—Toolkit Introduction—Organiza-tional behavior and leadership

Presentation 2—Organizational Behavior and Leadership

• Organizational Behavior Survey• Top Grading• Mapping Responsibilities• KPIs• Values, Vision, and Mission Statements• Rewards Systems• Virtual Teams—a New Model

• Myths and Realities of Virtual Teams• Trust Building and the Virtual Team

Presentation 3—Powerful, Influence, and Persua-sion

• The Power Profile• The S Curve• Rewards Systems• Avoiding Presentation Fright and Common Pitfalls• Implementation Tools Presentation 4—Managing Change

• Managing Change Effectively• Organizational Behavior Survey• Mapping Responsibilities• KPIs• Rewards Systems

Presentation 5—Business Relationship Manage-ment

• BRM Job Description• BRM Responsibilities and Skills• BRM Metrics and Reports• Mapping Responsibilities

(Also includes Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/organizational-behavior-and-leadership-management-essentials-toolkit-isbn-tk00358.html

Business Continuity Risk Analysis and Testing Kit

How long would your business survive an interruption?

What if operations were destroyed by fire or flood, negative media drove away customers, or the company database was stolen or infected by a virus?

How well are you prepared to deal with disaster?

This comprehensive guide tells you why you need a plan and then will help you put one together, in-cluding fully updated, detailed glossary and addi-tional examples. Clearly split into useful sections, the toolkit is easy to navigate and a must have resource for your organization!

With contributions from leading practitioners in the industry, the Business Continuity Risk Analysis and Testing Kit has established itself as an invalu-able resource for anyone involved in or looking to gain a detailed appreciation of the rapidly emerg-ing area of business continuity and disaster recov-ery within the corporate environment.

• Be prepared with the time-tested strategies in this toolkit and protect your employees, while ensuring your company survives the unimaginable!

• • Learn how to cover ALL of the components required

for successful Business Continuity Management with this state of the art educational resource.

This beneficial toolkit has been devised primarily for the people involved in a business continuity project, from individual team members through to the Chief Executive and Board. Each participant plays an important role and has an array of re-sponsibilities in ensuring the success of the pro-ject and continuing validity of the plan.

The supporting resources found within this toolkit consist of templates, example plans, strategies, and recovery options that can be used in your own organization or as a template in creating your own bespoke documentation.

A Quick Look Inside—This One-Of-A-Kind Toolkit Contains:

• BCM Objectives and Goals• BCM Policies, Objectives, and Scope• BCM Business Justification Document• BCM Example Business Impact Analysis

• BCM Business Impact Analysis Information Sheet• BCM Risk Assessment Template• BCM Environmental Architectures and Standards• BCM Reciprocal Arrangements• BCM Salvage Plan Template• BCM Business Continuity Strategy

• BCM MOR Framework• BCM Risk Assessment Questionnaire• BCM Typical Contents of a Recovery Plan• BCM Communication Plan• BCM Email Template• BCM Emergency Response Plan• BCM Reports, KPI targets, and Additional Metrics• BCM Vital Records Template• Business and IT Flyers• Business Continuity Management Review Document• Business Continuity Management Implementation

and Project Plan• Example Case Study—Emergency Management Aus-

tralia—Economic and Financial Aspects of Disaster Recovery

• Example Case Study California Office—Disaster Re-covery Plan Document for Agencies Instructions

• Example Case Study—Govt Western Australia—State Recovery Coordination

• Example Case Study—Govt of South Australia—Re-cords Management Disaster Planning Toolkit

(Also includes the Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/business-continuity-risk-analysis-and-testing-kit.html

TOOLKITS TOOLKITS

Page 28 of 33 Page 29 of 33

The Business Relationship Management Toolkit

The PROVEN Method for Achieving a Sup-ported Business Infrastructure Is Yours for the Taking!

Many driven CIOs today are using relationship management techniques to better integrate IT into the core business units. These skills are es-sential, as IT is expected to play a more promi-nent role in the direction of any successful busi-ness.

Many organizations undergo tremendous growth and are looking to build the necessary infrastruc-ture to support it. When a company matures and scales, it takes a different IT view, moving from reactive to predictive. The way to be successful is using relationship management techniques to further integrate IT into the business model.

The Business Relationship Management Toolkit promises to help you to establish a framework for IT projects across the company and within indi-vidual business units, using real-world relationship management practices and an investment and change management committee composed of top leaders to prioritize your projects.

IT is rocket science, but, at the end of the day, it’s also customer service, and customer service is listening to the business and reacting accordingly.

A Quick Look Inside—This Inventive Toolkit Contains:

• Toolkit Introduction Business Relationship Manage-ment Presentation

• BRM Job Description• BRM Responsibilities and Skills• Business Relationship Management Presentation• Service Requirements• Use of the Service Portfolio• Example Service Catalogs• 8 Steps to Developing a Service Catalog• BRM Metrics and Reports• Service Options• Mapping Responsibilities and Requirements• Readiness Assessment• Business and IT Service Mapping—BRM• Challenges, CSFs, and Risks• The Key Links, Inputs, and Outputs of Service De-

sign• (Also includes Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/the-business-relationship-management-toolkit-relationship-management-essential-part-of-your-it-business-alignment-strategy-isbn-tk00349.html

112 Policies and Procedures Ready to Use - Best Practices in IT Policies and Procedures Toolkit

Implement the policies and procedures you need!

The Art of Service is happy to introduce to you the IT Professional’s Guide to Policies and Procedures!

Learn how to successfully grow, measure, deliver, and optimize your IT services with the Best Prac-tices in IT Policies and Procedures Toolkit.

This convenient Best Practices in IT Policies and Procedures Toolkit 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 Pro-cedures Handbook as your comprehensive infor-mation bank of practical tactics and instructions based on proven IT Management!

A Quick Look Inside—This First-Class Toolkit Contains:

Folder 1: Policies General—this introductory in-formation starts with the basics: 10 easy to follow rules for creating a policy. • Creating Policies• Values, Vision, and Mission Statements Folder 2: Recruitment, Training, and Develop-ment—this folder is packed full of resources that help and guide you through creating/implement-ing/improving policies within your organization. Folder 3: Information Security—this folder spe-cifically relates to the policies around Information Security Management and the corresponding poli-cies.

Folder 4: Data Retention Policies—this folder gives concise and complete advice for creating a data retention policy.

Folder 5: Email and Internet Usage Policies—this folder has stacks of helpful advice on creating policies for email and Internet usage

Folder 6: Instant Messaging Policies—this infor-mation is specifically focused on instant messag-ing and accompanying security considerations, such as viruses, etc.

Folder 7: Change Management—this folder fo-cuses on change management and, once again, has been designed in accordance with the process found within the ITIL® framework.

Folder 8: Managing Risk—this information focus-es on risk management for Information Technol-ogy, specifically continuity management.

Folder 9: Travel and Expenses—the final folder concentrates on building policies for staff expens-es and allows you to assess whether your current expenses policy measures up.

(Also contains Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/112-policies-and-procedures-ready-to-use-best-practices-in-it-policies-and-procedures-toolkit-handbook.html

TOOLKITS TOOLKITS

Page 30 of 33 Page 31 of 33

The Service Monitoring and Control Toolkit

A Quick Look Inside:

There are a total of 149 documents in this toolkit. They are broken up into eight main folders. Within each folder there are documents that can be used in the education, assessment, implemen-tation, and management of the specific process areas.

• Introduction to IT Service Management Presenta-tion

• Toolkit Roadmap

The toolkit covers the following processes in-depth:

Service Level Management—the purpose of SLM is to ensure that all operational services and their performance are measured in a professional, consistent manner throughout the IT organization and that the services and reports produced meet the needs of both the business and the custom-ers.

• ·Business and IT Flyers• ·Business and IT Service Mapping• ·Business Justification Document• ·Communication Plan• ·Functional Specification• ·Customer-based SLA• ·Implementation Plan: Project Plan• ·ITIL® SLM Presentation—CSI• ·ITIL® SLM Presentation—Service Design• ·Multiple-level SLAs• ·Objectives and Goals• ·Operational Level Agreement• ·Organizing for Service Design—Roles and Respon-

sibilities• ·Policies, Objectives, and Scope• ·Price List• ·Reports, KPIs, Other Metrics• ·Service-based SLA• ·Service Level Requirements• ·Service Options• ·SLM Process Manager• ·SLM Review Document• ·SLM Scope• ·Technical Specification• ·Toolkit Introduction Presentation—SLM• ·Toolkit Roadmap—SLM• ·Underpinning Contract

Change Management—the goal of Change Man-agement is to respond to the customers changing business requirements, while maximizing value

and reducing incidents, disruptions, and re-work. The goal is also to respond to the business and IT requests for change that will align the services with the business needs.

• ·Business Justification Document• ·CAB Meeting Minutes• ·Category Definition• ·Change Management Introduction Presentation• ·Change Management ITIL® Presentation• ·Change Schedule Template• ·CHG7100 CHG Review Document• ·Communication Plan• ·Example Contents of Change Documentation• ·Example Request for Change Workflow• ·Implementation Plan: Project Plan• ·Policies, Objectives, Scope• ·Reports, KPIs, Other Metrics• ·Roles and Responsibilities• ·Toolkit Roadmap—Change Management• ·Types of Change Request

Bonus material

·COBIT Factsheet·Microsoft Operations Framework Presentation·Six Sigma Factsheet

http://store.theartofservice.com/toolkit-downloads/the-service-monitoring-and-control-toolkit-2.html

The Project Management Toolkit

Are you tired of looking for a practical on-the-job resource for Project Management?

Are you a Project Manager that thrives on getting results?

Then this no-nonsense Toolkit is what you have been waiting for!

This fully revised and updated edition of the Project Management Toolkit is jam packed with results-orientated practical templates, examples, and strategies ready to use!

A Quick Look Inside: This Unsurpassed Toolkit Provides You With:

Project Change Management• ·PCH01100 Project Management Change Process

Document• ·PCH01200 Request for Change Form• ·PCH01300 Project Change Policies• ·PCH01400 Project Communication Plan• ·PCH01500 Project Management Change Schedule• ·PCH01600 Project Management Change Meeting

Minutes Project Closure• ·PCL01100 Implementation Process• ·PCL01200 DHS and DSL Document• ·PCL01200 Hardware and Software Store Document• ·PCL01300 Forward Schedule of Releases• ·PCL01400 Post Implementation Review Project Communications• ·PCM01100 Project Communications Schedule• ·PCM01200 Project Meeting Minutes• ·PCM01300 Monthly Report• ·PCM01400 Weekly Project Report• ·PCM01500 Executive Committee Report• ·PCM01600 Action Items• ·PCM01700 Project Marketing—IT• ·PCM01800 Project Marketing—Business• ·PCM01900 Project Newsletter Project Cost Management• ·PCM01100 Cost Budgeting Template• ·PCM01200 Cost Reporting Document• ·PCM01300 Cost Accounting Template

Project Design• ·PDS01100 Functional Design• ·PDS01200 Detailed Design• ·PDS01300 Interface Design Specification• ·PDS01400 Technical Architecture• ·PDS01500 AS-BUILT Template

Project Human Resources• ·PHR01100 Task Responsibility Matrix• ·PHR01200 Roles and Responsibilities• ·PHR01300 Project Organizational Structure• ·PHR01400 Project Manager Responsibilities

• ·PHR01500 Training Needs Analysis• ·PHR01600 Project Directory• ·PHR01700 Project Team Performance Review

Project Initiation• ·PIN01010 Project Business Plan• ·PIN01020 Business Requirements and Feasibility

Study• ·PIN01030 Mission and Vision Statements• ·PIN01040 Critical Success Factors• ·PIN01050 Key Performance Indicators• ·PIN01060 Project Methodology• ·PIN1070 Hardware/Software Resource Require-

ments• ·PIN01080 Project Scope

Project Risk Management

·PRM01100 Risk Process Template·PRM01200 Project Initial Risks·PRM01300 Risk Register (Also includes Toolkit Roadmap)

http://store.theartofservice.com/toolkit-downloads/the-project-management-toolkit.html

TOOLKITS

Page 32 of 33

The IT Service Strategy Toolkit

Face Business Challenges Head On!

One of the biggest challenges faced by IT organi-zations today is building, and maintaining, an IT Service Strategy that is not only aligned with their business customers, but also provides a realistic, achievable, competitive and attractive proposition.

This kit supports your IT Service Strategy goals by providing step by step guides, templates and best practice examples that will enable you to meet this challenge head on.

You focus on deciding the goals of your organiza-tions successful strategy, and let this toolkit guide you to the end result.

Toolkit Includes:

• Toolkit Roadmap - IT Service Strategy• A Guide to IT Service Strategy• SLM Review Document• SLM Business Justification document Template• SLM Functional Specification Template• SLM Process Manager Role Description Template• SLM Business and IT Service Mapping• SLM Communication Plan Template• SLM Customer Based SLA Template Example• SLM Implementation Plan_Project Plan• SLM Multi level SLA Template Example• SLM Objectives and Goals Template• SLM Operational Level Agreement Template Exam-

ple• SLM Policies Objectives and Scope Template• SLM Price List Example• SLM Reports KPI's other metrics Template• SLM Scope Template• SLM Service Based SLA Template Example• SLM Service Level Requirements Template• SLM Service Options Template• SLM Technical Specification Template• SLM Underpinning Contracts Template Example• 8 Steps to Developing a Service Catalog• Service Catalog Reasons Hints Tips• Service Catalog Template Example A• Service Catalog Template Example B• Service Catalog Template Example• Accounting Template• BONUS File Standardized Financial Statements Tem-

plate• Budget Template• Charging Template• Cost Model Template• Financial Management Process Manager

• Financial Management Accounting Policies• Financial Management Budgeting Guidelines• Financial Management Business Justification Docu-

ment• Financial Management Charging Policies• Financial Management Communication Plan

• Financial Management Objectives and Goals• Financial Management Policies Objectives and Scope• Financial Management Reports KPI's other metrics• Financial Management Implementation Plan - Pro-

ject Plan• Financial Review Document• Demand Management Process Manager• Demand Management Review Document• Demand Management Business Justification Docu-

ment• Demand Management Communication Plan• Demand Management Implementation Plan - Pro-

ject Plan• Demand Management Objectives and Goals• Demand Management Policies Objectives Scope• Demand Management Reports KPI's and Other

Metrics• Business Justification Template for ITSM Tools• ITSM Tool Requirements Template and Planner• Creating Vision Statements, Mission Statements

and Core Values• Presentation - Staff and Team Considerations• Target Setting and KPIs• Values, Vision and Mission Statements Hints & Tips

http://store.theartofservice.com/toolkit-downloads/the-it-service-strategy-toolkit.html

For more information on our toolkits please contact your local reseller.

To purchase any of our toolkits, go to:

Http://store.theartofservice.com