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The incident management process implementation kit contains everything you need to fast-track your ITIL process implementation and successfully manage your incident management process improvement project. The incident management implementation kit includes process-specific ready-made documents and step-by-step ITIL process implementation guidance.1. Incident Management Process Template2. itQMS Process Improvement and Project Management Methodology3. Project Charter Document4. Project Plan Document5. Work Break-down Structure (WBS; Sequence of Tasks)6. Project Status Report7. Process Audit Plan8. Process Audit Checklist9. Project Closure Report10. IT Best Practices Overview Presentation11. IT Service Lifecycle and Process Map

Ready-made and ready-to-use ITIL encapsulated process documents. Cut out the paperwork and go straight to the job at hand. Our content experts have designed and developed the incident management process template using the worlds most widely accepted IT best practices approach. The incident management process template is easy to customize and contains twelve sections essential for any process documentation. Document History Purpose and Scope Business Value Reference Documents Definitions and Abbreviations Process Input & Output Roles and Responsibilities Key Performance Indicators (KPI) Critical Success Factors Risks Procedure Flow Chart Procedure Description NOTE: The IT process template also includes guidance and tips for successfully defining and deploying the incident management process. Purpose & Scope The purpose of incident management is to restore normal service operations as soon as possible and to minimize the adverse impact on business operations. The scope of incident management includes any event that disrupts or could disrupt a service. Business Value Increased availability of services Reduced impact on business operations Timely resolution of incidents Higher user and business satisfaction Reduced unplanned labor costs for both the business and IT support staff NOTE: The FREE trial version is a PDF file. The full version includesåÊMicrosoft Office Word and Microsoft Office Visio files that you can open and edit with any softwareåÊcompatible with Word and Visio.

The problem management process implementation kit contains everything you need to fast-track your IT process implementation and successfully manage your problem management process improvement project. The problem management implementation kit includes process-specific ready-made documents and step-by-step IT process implementation guidance.1. Problem Management Process Template2. itQMS Process Improvement and Project Management Methodology3. Project Charter Document4. Project Plan Document5. Work Break-down Structure (WBS; Sequence of Tasks)6. Project Status Report7. Process Audit Plan8. Process Audit Checklist9. Project Closure Report10. IT Best Practices Overview Presentation11. IT Service Lifecycle and Process Map

Ready-made and ready-to-use ITIL encapsulated process documents. Cut out the paperwork and go straight to the job at hand. Based on ITIL Best Practices Concise, Simple, and Practical Tools and Template Guidance Consistent and Complete Our content experts have designed and developed the problem management process template using the worlds most widely accepted IT best practices approach The purpose of problem management is to avoid the recurring of incidents and to minimize the adverse impact of incidents that cannot be prevented. The scope of problem management includes the identification, investigation, and diagnosis of the root cause, as well as the resolution and closure of incidents. Its scope covers all IT services and IT assets. Based on ITIL Best Practices:The problem management procedure is carefully crafted and contains clear step-by-step process activities based on ITIL best practices. . Concise, Simple, and Practical:Our content experts have worked hard to develop a concise, simple, and practical IT process template. Each IT process template is documented in a simple four-to-six-page double-columned document that is guaranteed to keep people reading and won’t collect dust on a shelf.Tools and Template Guidance:You don’t have to spend time researching the Internet or calling vendors. The tools and template requirements are described in the IT Process Templates. These contain all the information you will need to create specific templates.Consistent and Complete:If you are keen to implement IT best practices and improve your IT processes but do not have the skills, time, or funding to hire consultants, our content experts have designed and developed a complete set of do-it-yourself IT Process Templates using the IT best practices guidance.Each IT process template follows the same skeletal structure and has the same number of sections. Each IT process template covers twelve sections essential for processing documentation and completing successful IT process implementation:1. Document History2. Purpose and Scope3. Business Value4. Reference Documents5. Definitions and Abbreviations6. Process Input & Output7. Roles and Responsibilities8. Key Performance Indicators (KPI)9. Critical Success Factors10. Risks11. Procedure Flow Chart12. Procedure Description.Note: The process template also includes guidance and tips for successfully defining and deploying the process.

The request fulfillment, event & access management process implementation kit contains everything you need to fast-track your IT process implementation and successfully manage your request fulfillment, event & access management process improvement project. The request fulfillment, event & access management implementation kit includes process-specific ready-made documents and step-by-step IT process implementation guidance.1. Request Fulfillment, Event & Access Management Process Template2. itQMS Process Improvement and Project Management Methodology3. Project Charter Document4. Project Plan Document5. Work Break-down Structure (WBS; Sequence of Tasks)6. Project Status Report7. Process Audit Plan8. Process Audit Checklist9. Project Closure Report10. IT Best Practices Overview Presentation11. IT Service Lifecycle and Process Map

Ready-made and ready-to-use ITIL encapsulated process documents. Cut out the paperwork and go straight to the job at hand. Based on ITIL Best Practices Concise, Simple, and Practical Tools and Template Guidance Consistent and Complete Our content experts have designed and developed the request fulfillment, access and event management process template using the worlds most widely accepted IT best practices approach. Request Fulfillment Management The purpose of request fulfillment management is to handle the frequent low-cost, low-risk service requests (planned events) received by the IT department. The scope of request fulfillment management covers all types of service requests. Access Management Process The purpose of access management is to ensure that authorized users are granted access to services and that unauthorized users are prevented from accessing services. The scope of access management covers granting, modifying, and revoking access rights to/from services as per the information security policies. Event Management Process The purpose of event management is to detect, filter, log, and respond (determine the appropriate control) to events in a timely manner. The scope of event management covers all events related to IT services and assets. Based on ITIL Best Practices:The request fulfillment, access and event management procedure is carefully crafted and contains clear step-by-step process activities based on ITIL best practices. . Concise, Simple, and Practical:Our content experts have worked hard to develop a concise, simple, and practical IT process template. Each IT process template is documented in a simple four-to-six-page double-columned document that is guaranteed to keep people reading and won’t collect dust on a shelf.Tools and Template Guidance:You don’t have to spend time researching the Internet or calling vendors. The tools and template requirements are described in the IT Process Templates. These contain all the information you will need to create specific templates.Consistent and Complete:If you are keen to implement IT best practices and improve your IT processes but do not have the skills, time, or funding to hire consultants, our content experts have designed and developed a complete set of do-it-yourself IT Process Templates using the IT best practices guidance.Each IT process template follows the same skeletal structure and has the same number of sections. Each IT process template covers twelve sections essential for processing documentation and completing successful IT process implementation:1. Document History2. Purpose and Scope3. Business Value4. Reference Documents5. Definitions and Abbreviations6. Process Input & Output7. Roles and Responsibilities8. Key Performance Indicators (KPI)9. Critical Success Factors10. Risks11. Procedure Flow Chart12. Procedure Description.Note: The process template also includes guidance and tips for successfully defining and deploying the process.

The knowledge management process implementation kit contains everything you need to fast-track your IT process implementation and successfully manage your knowledge management process improvement project. The knowledge management implementation kit includes process-specific ready-made documents and step-by-step IT process implementation guidance.1. Knowledge Management Process Template2. itQMS Process Improvement and Project Management Methodology3. Project Charter Document4. Project Plan Document5. Work Break-down Structure (WBS; Sequence of Tasks)6. Project Status Report7. Process Audit Plan8. Process Audit Checklist9. Project Closure Report10. IT Best Practices Overview Presentation11. IT Service Lifecycle and Process Map

Ready-made and ready-to-use ITIL encapsulated process documents. Cut out the paperwork and go straight to the job at hand. Based on ITIL Best Practices Concise, Simple, and Practical Tools and Template Guidance Consistent and Complete Knowledge Management Process:Our content experts have designed and developed the knowledge management process template using the worlds most widely accepted IT best practices approach The purpose of knowledge management is to ensure that accurate, reliable, relevant, and secure information is available to the right people at the right place at the right time, so that well-informed decisions can be made while reducing the need to rediscover knowledge. The scope of knowledge management includes the management of data, information, and knowledge throughout the IT service management lifecycle, from strategy development, design and transition, to service operation and continual improvement. Based on ITIL Best Practices:The knowledge management procedure is carefully crafted and contains clear step-by-step process activities based on ITIL best practices. . Concise, Simple, and Practical:Our content experts have worked hard to develop a concise, simple, and practical IT process template. Each IT process template is documented in a simple four-to-six-page double-columned document that is guaranteed to keep people reading and won’t collect dust on a shelf.Tools and Template Guidance:You don’t have to spend time researching the Internet or calling vendors. The tools and template requirements are described in the IT Process Templates. These contain all the information you will need to create specific templates.Consistent and Complete:If you are keen to implement IT best practices and improve your IT processes but do not have the skills, time, or funding to hire consultants, our content experts have designed and developed a complete set of do-it-yourself IT Process Templates using the IT best practices guidance.Each IT process template follows the same skeletal structure and has the same number of sections. Each IT process template covers twelve sections essential for processing documentation and completing successful IT process implementation:1. Document History2. Purpose and Scope3. Business Value4. Reference Documents5. Definitions and Abbreviations6. Process Input & Output7. Roles and Responsibilities8. Key Performance Indicators (KPI)9. Critical Success Factors10. Risks11. Procedure Flow Chart12. Procedure Description.Note: The process template also includes guidance and tips for successfully defining and deploying the process.

KEY FEATURES  Ready-Made ITIL encapsulated Value Stream Document Comprehensive and Complete Implementation Guidance Tooling Guidance Roles and Responsibilities Easily Customizable Gap Analysis Concise, Simple and Practical The service failure value stream aims to restore normal service operations as soon as possible and minimize adverse impact on business services. A value stream is a specific journey that includes all activities needed from multiple IT processes to respond to specific types of demand/opportunity and to co-create value in the form of products and services with the customer. The service failure value stream includes the most valuable activities from processes such as incident management, event management, change management, etc. READY-MADE IT BEST PRACTICES VALUE STREAM DOCUMENT: Don’t have the skills, time or funding to hire consultants to build value-stream documents? Our ready-made and ready-to-use IT best practices value stream documents contains the end-to-end journeys with all activities/steps needed to respond to a demand, in order to co-create value with the consumer. Each value stream document includes activities from multiple practices / processes, including the skills and competencies, information and automation, tools needed and the required supplier and partner relationships. COMPREHENSIVE AND COMPLETE: Each value stream document encapsulates the four key dimensions: organizations and people, value streams and processes, information and technology and partner and suppliers. The value stream document is easy to customize and contains all the sections essential for any value stream documentation. Document History Purpose and Scope Business Value Reference Documents Definitions and Abbreviations Triggers Input & Output Roles and Responsibilities Key Performance Indicators (KPI) Critical Success Factors Risks Automation / Tool Capabilities (New) Key Information Objects (New) Interfaces (New) Suppliers and Partners (New) Value Stream Flow Chart Value Stream Description IMPLEMENTATION GUIDANCE: Don’t know the steps involved, resources required or the critical success factors needed for your IT value stream implementation? The value stream document will serve as an implementation guide. The value stream document contains all information that are key for any IT process implementation. TOOLING GUIDANCE: Don’t know what tools are required to automate your value stream, and don’t have the time or resources to figure it out? You don’t have to spend valuable time researching the Internet or calling vendors. The information and tooling required for your value stream is described in the document and the value-stream map diagram. ROLES & RESPONSIBILITIES: Our value-stream document contains a comprehensive list of best-practices based roles and responsibilities needed to create high quality products and services and to deliver value to customers. EASILY CUSTOMIZABLE: The value-stream documents contains activities based on IT best practices/processes. To customize the documents to fit your own unique environment, simply add or remove what you want. The documents are sufficiently flexible to fit an organization of any size. The documents are created using commonly available Microsoft Word and Microsoft Visio applications. GAP ANALYSIS: Not familiar with the current value-streams and processes in your IT organization and/or don’t have the time to prepare a gap analysis or audit check list from the beginning? The value streams can be used as a line by-line guide to identify the gap between your current practices and IT best practices. CONCISE, SIMPLE AND PRACTICAL: How many times have you seen an IT value-stream, process or IT procedure document that failed to attract any interest? Our content experts have worked hard to come up with a value stream document that is concise, simple and practical. Each value-stream is documented in a short double-columned document  guaranteed to keep people reading; they won’t end up collecting dust on a shelf.

KEY FEATURES  Ready-Made ITIL best practices Value Stream Document Comprehensive and Complete Implementation Guidance Tooling Guidance Roles and Responsibilities Easily Customizable Gap Analysis Concise, Simple and Practical The service support value stream aims to effectively and efficiently handle the end-to-end fulfillment of all customer queries and service requests in a timely manner, and includes all service support value stream activities, including establishing and maintaining communication channels, fulfilling the demand for general queries, service requests, access requests, customer complaints, and compliments. Value stream includes contributions (most valuable activities) from multiple IT processes, including activities, skills and competencies, information and automation, tools needed and the required supplier and partner relationships.  The service support value stream includes the most valuable activities from processes such as service request management, access management, change enablement, infrastructure and platform management, etc.  READY-MADE IT BEST PRACTICES VALUE STREAM DOCUMENT: Don’t have the skills, time or funding to hire consultants to build value-stream documents? Our ready-made and ready-to-use IT best practices value stream documents contains the end-to-end journeys with all activities/steps needed to respond to a demand, in order to co-create value with the consumer. Each value stream document includes activities from multiple practices / processes, including the skills and competencies, information and automation, tools needed and the required supplier and partner relationships. COMPREHENSIVE AND COMPLETE: Each value stream document encapsulates the four dimensions organizations and people, value streams and processes, information and technology and partner and suppliers. The value stream document is easy to customize and contains all the sections essential for any value stream documentation. Document History Purpose and Scope Business Value Reference Documents Definitions and Abbreviations Triggers Input & Output Roles and Responsibilities Key Performance Indicators (KPI) Critical Success Factors Risks Automation / Tool Capabilities (New) Key Information Objects (New) Interfaces (New) Suppliers and Partners (New) Value Stream Flow Chart Value Stream Description IMPLEMENTATION GUIDANCE: Don’t know the steps involved, resources required or the critical success factors needed for your value stream implementation? The value stream document will serve as an implementation guide. The value stream document contains all information that are key for any IT process implementation TOOLING GUIDANCE: Don’t know what tools are required to automate your value stream, and don’t have the time or resources to figure it out? You don’t have to spend valuable time researching the Internet or calling vendors. The information and tooling required for your value stream is described in the document and the value-stream map diagram. ROLES & RESPONSIBILITIES: Our  value-stream document contains a comprehensive list of best-practices based roles and responsibilities needed to create high quality products and services and to deliver value to customers.  EASILY CUSTOMIZABLE: The value-stream documents contains activities based on IT best practices processes. To customize the documents to fit your own unique environment, simply add or remove what you want. The documents are sufficiently flexible to fit an organization of any size. The documents are created using commonly available Microsoft Word and Microsoft Visio applications. GAP ANALYSIS: Not familiar with the current value-streams and processes in your IT organization and/or don’t have the time to prepare a gap analysis or audit check list from the beginning? The value streams can be used as a line by-line guide to identify the gap between your current practices and IT best practices.  CONCISE, SIMPLE AND PRACTICAL: How many times have you seen an IT value-stream, process or IT procedure document that failed to attract any interest? Our content experts have worked hard to come up with a value stream document that is concise, simple and practical. Each value-stream is documented in a short double-columned document  guaranteed to keep people reading; they won’t end up collecting dust on a shelf.