Toolkit Roadmap

Toolkit Roadmap:

“All of the information in this document is subject to copyright. No part of this toolkit may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.”

1Introduction

IT Service Management is a significant endeavor for any organization. Often, the organization must seek a standard, consistent way of creating processes and services with relatively little experience, or they are seeking ways of improving their current situation. In either case, they will typically find themselves at a loss for how to proceed or what they need. The Policies and Procedures Toolkit is designed to provide a number of aids in implementing and improving IT Service Management capabilities. These aids, in the form of templates, can be adopted as provided or modified to meet the organization’s specific needs.

This Toolkit describes the concepts of IT service management across a number of disciplines categorized in subsequent folders:

Service Management and Enterprise Architecture
Service Design and Transition
Recruitment, Training, and Development
Infrastructure and Configuration Management
Risk Management
Information Security and Privacy
Change and Release Management
Project Initiation and Management
Communication and Internet
Data Retention, Storage, and Archiving
Personnel Management
Continuous Improvement

The intent of the Toolkit is to support the customer in championing iterative projects to reach a fully evolved IT service management capability.

The Toolkit is designed to answer a lot of the questions about IT Service Managementand provide you with useful guides, templates and essential, but simple assessments.

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

Presentations can be used to educate or be used as the basis for management presentations or when making business cases for Big Data implementation.

The additional information will enable you to improve your organizations methodology knowledge base.

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 activities.

The Policies and Procedures Toolkit:

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

Step 1

Start by reviewing the PowerPoint presentation and the supporting documentsin the following order:

Policies and Procedures Intro Presentation.–This presentation gives an introduction to the toolkit, including an overview of basic concepts and how the Policies and Procedures Toolkit works.

Creating Policies–This document provides a process for policy creation which can be used in conjunction with the subsequent templates in the Policies and Procedures Toolkit.

Implementation Plan/Project Plan – a template for building an implementation plan to ensure compliancy in policies and procedures.

Mapping Responsibilities–a mechanism for identifying and documenting roles and responsibilities.

Metrics and Reports – identifies the ISO/IEC 20000 requirements regarding reports and metrics in a service environment.In most cases, these areas also require defined policies and procedures.

These documents will give you a good knowledge and understanding of all the terms, activities, and concepts required within IT Service Management. They can also be used as the basis for management presentations or when making a formal business case for process and/or serviceimplementation. Make sure you pay close attention to the notes pages, as well as the slides, as references to further documents and resources are highlighted here.

Step 2

This section is intended to walk you through the implementation of your organization’s enterprise architecture.

Additional aids are found in each subsequent folder of the toolkit.A document roadmap exists within each folder providing an itemized list of supporting documents and resources.