What are the toolkits that we currently have available for our clients? How can we help Career Driven IT Professionals to look good?! Check out this catalog... And new toolkits are added on a regular basis.

2. Contents
Service Catalog Process Kit - 3rd edition 3
TOOLKITS
The Service Level Management and SLA Toolkit 4
Enterprise Architecture Toolkit 5 Service Catalog Process Kit - 3rd edition
The Help Desk Toolkit - Second Edition 6
Big Data Toolkit 7
What is included in the updated third edition of • Underpinning Contracts Template Example
The Gamification Toolkit 8 the Service Catalog toolkit?
The Supplier Management Toolkit 9 Step 5 - Establish Cost of Services Folder
This Kit covers Service Catalog fundamentals the • Cost of Services and Pricing
Event Management Toolkit 10 use of Service Catalogs as a core IT tool cover- • Price List
The Knowledge Management Strategy Kit 11 ing the services themselves, default capabili-
ties, measures and primary means of access and
IT Service Continuity Process Management Kit 12
provision. It then shows how this tool is pivotal in
The Capacity Management Toolkit 13 demonstrating the value IT provides to facilitate
The ITSM Starter Kit: 2011 Edition 14 business operations.
Financial Management Process Kit 15 Put together by The Art of Service’s industry ex-
ISO/IEC 27000 Toolkit 16 perts and using real case studies, this valuable kit
takes the reader beyond the theoretical to focus
The ISO/IEC 20000 Toolkit 17 on the real business benefits of Service Catalogs
Six Sigma Toolkit 18 and how to implement them successfully within an
Availability Management Process Kit 19 organization.
IT Governance Metrics, Measurements and Benchmarking Kit 20 Introduction and Roadmap Folder
Configuration Management Process Kit 21
• Eight Steps to Creating an Effective Service Catalog
The Change Management Toolkit 22 • Service Catalog Management Intro Presentation
• Service Catalog Management ITILV3
Problem Management Process Kit 23
• Service Catalog Reasons Hints & Tips
The Corporate Endpoint (Mobile) Device Policies Toolkit 24 • Toolkit Roadmap - Service Catalog Management
• Bonus Documents Folder
The Business Process Management Toolkit 25 • ITIL Easy Explanation Fact Sheet
Organizational Behavior and Leadership Management Essentials Toolkit 26 • The Evolving Service Catalog
• Viewpoints to Creating a Service Catalog
Business Continuity Risk Analysis and Testing Kit 27 • ISO Series Folder
The Business Relationship Management Toolkit 28 Step 6 - Determine Perspectives for Catalog
Step 1 – Definitions Folder Folder
112 Policies and Procedures Ready to Use - Best Practices in IT Policies and Proce- • Functional Specification Template Service Catalog Perspectives
dures Toolkit 29 • Service Definition
• Technical Specification Template Step 7 - Publish Catalog Folder
The Project Management Toolkit 30 • Business Justification document
The Service Monitoring and Control Toolkit 31 Step 2 - Process and Policies Folder • Communication Plan
• Business and IT Service Mapping • E-Mail Text
The IT Service Strategy Toolkit 32 • Policies Objectives Scope for SCM • Publishing a Service Catalog
• Policies Objectives Scope for SLM • Service Catalog Extended
• SLM Process Template • Service Catalog Implementation Plan
• SLM Review Doc • Service Catalog Large
• Service Catalog Medium
• Service Level Project Plan
Step 3 - Map Dependencies Folder
• SLM Business and IT Flyers
• Service Design - The Big Picture
• Service Enablers
• The Key Links, Inputs and Outputs of Service De-
sign Step 8 - Maintain and Improve Service Cata-
log Folder
Step 4 - Service Levels Folder • Catalog Maintenance and Improvement
• Corporate-Based SLA Template Example • Roles and Responsibilities of Service Catalog Man-
• Customer-Based SLA Template Example agement (SCM)
• Operational Level Agreement Template Example • SCM Process Owner Role Description Template
• Service Agreements • SLM Process Owner Role Description Template
• Service-Based SLA Template Example
• Service Options
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3. TOOLKITS TOOLKITS
The Service Level Management and SLA Toolkit Enterprise Architecture Toolkit
Service Level Management, when performed suc- • 7. SLM Business Justification Template This Toolkit supports your Enterprise Architecture Need help justifying your investment?
cessfully, can ensure that disputes are resolved • 8. SLM Functional Specification Template goals by providing step-by-step guides, tem-
and expectations are fulfilled and generally work • 9. SLM Process Manager Role Description Tem- plates, and best practice examples that will enable It took us 40 man-hours to produce the Enter-
to improve the relationship between the IT organi- plate you to meet this challenge head on.
• 10. SLM Business and IT Service Mapping prise Architecture Toolkit: analyzing, processing,
zation and the customers it supports. This estab- selecting and building the 'flow' from the count-
• 11. SLM Customer-based SLA Template Example
lished toolkit supports your Service Level Man- This toolkit provides answers to all these ques-
agement goals by providing step-by-step guides, tions and is designed to provide a guiding hand
templates, and best practice examples that will to assist you in improving your knowledge and
enable you to meet this challenge head on. understanding of Enterprise Architecture by of-
fering a step-by-step, easy to follow roadmap. It
By creating an IT Service Management (ITSM) also includes easy to use templates, assessments,
strategy, enterprises are able to maximize end- presentations, and documents that can be adapt-
user productivity, improve operational effective- ed to your organization’s requirements.
ness, and enhance overall business performance.
If managed effectively, communications and the If your company focus is on managing business
overall relationship between the IT organization strategies and investments on order to achieve
and the business units improves, and expectations set goals, then let this toolkit guide you to the end
are both set and met at the correct level. result you desire!
BUT designing, implementing, and maintaining a The PowerPoint presentations can be used to edu-
Service Level Management process can seem an cate staff, as the basis for management presenta-
overwhelming task—where do you begin? tions or when making business cases for imple-
What are the benefits and goals? mentation.
How do you ensure the objectives are in tune with
the organizations overall mission and objectives? The supporting documents and templates will help
How can you get your managers on board with you identify the areas within your organization
this new opportunity? that require the most activity in terms of change
How would you manage the different require- and improvement and provide a starting point
ments and expectations of your customers? How • 12. SLM Multi-Level SLA Template Example when designing and implementing new designs, less documents and data we have produced over
do you create an SLA, OLA, and UC? • 13. SLM Service-based SLA Template Example policies, and procedures. months (at least $50/hour that comes to $2000 of
What processes and staff should be involved? • 14. SLM Objectives and Goals Template
• 15. SLM Operational Level Agreement Template time).
Which documents do you need? What ITSM tools The additional assessments and resources will en-
Example
are required? • 16. SLM Underpinning Contract Template Example able you to improve your organization’s Enterprise In total, the end result—the Enterprise Architec-
And how do you choose them? • 17. SLM Policies, Objectives, and Scope Template Architecture understanding and knowledge base. ture Toolkit—reflects close to a full time employ-
How do you begin to ascertain what is already in • 18. SLM Price List Example ee’s week work.
place and what needs improving within the cur- • 19. SLM Reports, KPIs, and Other Metrics Template The Toolkit includes:
rent infrastructure? • 20. SLM Service Level Requirements Template At the Art of Service, we know how important
• 21. SLM Service Options Template • Enterprise Architecture Intro Presentation your time is for you and we also understand that
This reputable Service Level Management and SLA • 22. SLM Technical Specifications Template • Toolkit Bibliography nobody can substitute you in certain scenarios.
Toolkit promises to provide you with ALL the an- • 23. SLM Review Doc • Toolkit Roadmap - Enterprise Architecture
• 24. SLM_ITSM Tool Requirements Template and This is why we give you the results without you
swers. It proves to act as a guiding hand to assist • Business Justification document
Planner having to do all the legwork; we do the research-
you in building your knowledge and understanding • Glossary of Terms
• 25. SLM Capability Assessment Questionnaire • Initial Self-Assessment
ing and the analysis and the collating of informa-
of Service Level Management. • 26. Copy of Assessment Results from Capability As- tion we find.
• List of Deliverables
sessment—SLM • Roles and Responsibilities of Enterprise Architecture
A Quick Look Inside: • 27. Managing Change Effectively • Understanding Enterprise Architecture All you have to do is take the outcome of all that
• 28. Develop Your Leadership Skills • Architecture Description work and use it as part of your project—to make
• 1. Presentation—SLM Introduction • 29. Motivation • Architecture Development Process it unique to your job, project, or task at hand in a
• 2. Presentation—Managing Change • 30. KPIs • Architecture Maturity Assessment way that only you can do.
• 3. Presentation—Organizational Behavior and • 31. Implementation Tools • Architecture Principles
Leadership • 32. Toolkit Roadmap • Developing Enterprise Architecture
• 4. SLM Scope Template • Creating a Reference Model
• 5. SLM Communication Plan Template • Managing Enterprise Architecture
• 6. SLM Implementation Plan Template • Enterprise Architecture in Practice
• ZF3.0_The Zachman Framework
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4. TOOLKITS TOOLKITS
The Help Desk Toolkit - Second Edition Big Data Toolkit
Meet the new face of sensational customer Reap The 4 Big Data Benefits:
service! Infrastructure Support Documents:
Faster and easier than ever, this revised edition is 1. Big Data can unlock significant value by making • AS-BUILT Template
trusted worldwide by over 5000 IT professionals. Toolkit Includes: information transparent. • Business Continuity Strategy
Try it now!
One of the biggest challenges faced by IT or- 2. Big Data allows ever-narrower segmentation
ganizations today is providing a high quality Help of customers and therefore much more precisely
Desk that has a reputation for speedy resolution tailored products or services.
time, staff with a great technical knowledge and
understanding, and, above all, a high standard of
customer interaction and service. However, many 3. Sophisticated analytics can substantially im-
organizations fail to meet this challenge and, as prove decision-making, minimise risks, and un-
a result, lose customer confidence and ultimately earth valuable insights that would otherwise
the foundation they need to reach their goals for remain hidden.
success.
BUT... where do you begin? 4. Big Data can be used to develop the next gen-
What are the benefits and goals? eration of products and services.
How can you get your managers on board to sup-
port and promote this function?
How do you manage the different requests and The Art of Service has designed this toolkit to
expectations of your users? introduce Big Data concepts and provide you with
What staff should be involved? the tools to successfully create a workable Big
What kind of KPIs and measures are involved? Data culture in your organization. We provide you
What documentation do you need? with step-by-step guides, templates, and best
practice examples that will enable you to meet
This Toolkit supports your Help Desk goals by pro- this challenge head on. • Component Failure Impact Analysis Worksheet
viding step-by-step guides, templates, and best • Emergency Response Plan
practice examples that will enable you to meet • Introduction to Help Desk • Service Outage Analysis
this challenge head on. • Help Desk - Roles and Responsibilities
• Help Desk - Objectives and Goals Toolkit Includes:
This toolkit provides answers to all these ques- • Policies, Objectives, and Scope
tions and is designed to provide a guiding hand • Help Desk Process Project Initiation Documents:
• Big Data Intro Presentation
• Help Desk Metrics
to assist you in improving your knowledge and • Toolkit Roadmap - Big Data
• Help Desk Ticket • Budgeting Guidelines
understanding of a Help Desk by offering a step- • Big Data Development Process
• Help Desk Technology • Business Plan
by-step, easy to follow roadmap. It also includes • Understanding Big Data Presentation
• Help Desk Knowledge Management • Business Requirements and Feasibility Study
easy to use templates, assessments, presenta- • Begin with the Data Presentation
• Implementation Plan and Project Plan • Change Management Process
• Data Storage Presentation
tions, and documents that can be adapted to your • Business Justification Document • Charging Policies
• Data Analytics Presentation
organization’s requirements. • Help Desk Review Document • Charging Template
• Help Desk Outsourcing Template • Project Initiation
If your focus is on achieving superior Help Desk • Example Help Desk Project Plan • Project Scope
remote support and management, then let this • Example Job Description Design Documents: • Request for Change Form
• Example Job Advertisement • Risk Assessment Template
toolkit guide you to the end result you desire!
• Help Desk Interview Questions • Risk Register
• Availability Requirements
• Business and IT Flyers • Service Based SLA
• Cost Model Template
• Communication Plan
• Detailed Design
• Customer Service Standards
• Functional Design
• Help Desk Telephone Skills Standards
• Hardware-Software Resource Requirements
• Help Desk Skills
• Interface Design Specification
• Help Desk Service Changes
• Security Service Requirement
• Help Desk - Organizational Change
• Technical Architecture
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Page 6 of 33 Page 7 of 33

5. TOOLKITS TOOLKITS
The Gamification Toolkit The Supplier Management Toolkit
Are You Game? Do What It Takes to Achieve • Gamification Job Roles, Info and Example Job Re- Are you always trying to find profitable ways
Your Goals! quirements in which to market products? A Quick Look Inside—This Fundamental
• Gamification Hints & Tips Toolkit Contains:
• Gamification – FAQs Are you interested in increasing product
• 3 Smart Ways to Gamify Your Startup
By 2015, 50% of companies that manage innova- margins? • ITIL® Supplier Management Presentation
• Example Gamification Privacy Policy Template
tion and research will use gamification to drive
innovation (Gartner). Are you concerned with managing relation-
ships with suppliers?
As gamification is just beginning and few public Then you might be the next expert in Sup-
examples exist today, this means that gamifica- plier Management!
tion offers huge opportunities for innovative prod-
ucts and services.
Any driven organization requires the ability to obtain
This kit supports your gamification goals by value for money from suppliers and to ensure that
achieving higher levels of engagement, changing they perform to the level and standard within their
behaviors and/or stimulation of innovation. contract and agreements, while also conforming to
all of the set terms and conditions.
You focus on choosing and creating the outcome
of your gamification effort and let the gamification
toolkit guide you to the end result. The goal of our well-developed Supplier Manage-
ment Toolkit is to manage suppliers and the services
Toolkit Includes: they supply, to provide seamless quality of IT service
• Gamification Introduction Presentation to the business, and to ensure that value for money is
• Gamification_A Starting Point Checklist obtained. This toolkit is proven to help you succeed
• 47 Gamification_Game Dynamics_Terms & Defini- • Presentation - Organiza Gamification Toolkit Cover. in the implementation of this process!
tions jpg tional Behavior and Leadership • Toolkit Introduction Presentation
• Real Life Examples_Presentation • Organizational Behavior Survey • Outsourcing—Sourcing Strategy Presentation
• Gamification_Game Mechanics_12 Terms and Defi- • Presentation - Managing Change The purpose of the Supplier Management process is • ITIL® Outsourcing Presentation—CSI
nitions • Supplier Management—Roles and Responsibilities
• Managing Change Effectively to obtain value for money from suppliers and to en- • Service Sourcing Structures
• Gamification in Education_Presentation • Toolkit Roadmap
• Gartner Gamification Research Article • Project Change Policy Template
sure that suppliers perform to the targets contained • Sourcing roles and responsibilities
• Presentation - Gamification for Power, Influence and • Gamification Project Implementation Tools within their contracts and agreements, while con- • Example Outsourcing Contract template
Persuasion • Example Outsourcing—Service Levels
forming to all of the terms and conditions. • Example Outsourcing—Service Levels
• Selling Gamification to your Organization_An Exam-
ple Business Case • Outsourcing Transition Plan
• Gamification Project Business Plan Template The Art of Service has designed an inspirational • IT Outsourcing ITIL® Process Assessment v2.1
• Gamification Project_Business Requirements and • Example Service Desk Project Plan
Supplier Management Toolkit, which improves and • Toolkit Roadmap
Feasibility Study
• Gamification Project Scope Template maintains the relationship with your organization’s
• Gamification Project Communication Plan suppliers. The process should include the manage-
• Gamification Project Communications Schedule ment of all suppliers and contracts needed to sup-
Template
• Gamification Project Roles and Responsibilities Tem- port the provision of IT services to the business.
plate Each service provider will have a formal process for
• Gamification Project Team Directory Template the management of all suppliers and contracts. This
• Gamification Hardware/Software Resource Require-
ments promises to ensure your organization develops ben-
• Gamification Project Cost Accounting template eficial relationships with your most desired supply
• Gamification Cost Reporting partners!
• Gamification Executive Committee Report template
• Gamification Ideas, Examples and Options_ 145
page paper
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Page 8 of 33 Page 9 of 33

6. TOOLKITS TOOLKITS
Event Management Toolkit The Knowledge Management Strategy Kit
Discover the tried and tested solution to ALL Additional information and bonus material con- Boost Your Understanding of KM Today! tion. These presentations will give you an insightful
of your Event Management problems! taining success secrets to embedding the ITIL plethora of knowledge and understanding of all the
Event Management process into any organization terms, activities, and concepts required within the
Learn the EASY way to IMPROVE business
are provided and will enable you to vastly in- Knowledge Management process.
We have created a PRACTICAL and CONVENIENT performance.
method of providing your organization with the crease your success rate.
secrets to succeeding in the implementation of Knowledge Management (KM) can be a difficult un-
Event Management.
dertaking, both in terms of understanding the new
The information delivered within the toolkit is concepts and practical implementation.
based on the ITIL® framework, specifically the
Service Operation stage, which incorporates the Luckily, The Art of Service has devised a stress free,
updated ITIL® Event Management process. practical guide to mastering the art of knowledge
If you want to manage or implement a successful management and making it work for your business.
Event Management process, you MUST have this
Event Management Toolkit! This creative Knowledge Management Toolkit helps
you to use Knowledge Management to make sure
This specially-designed toolkit will assist you in that key decisions are made from a fully informed
perfecting the art of Event Management activi-
ties and its process within your IT environment. It position, as you build upon your existing intranet,
will provide you with the ability to identify target data warehouse, and project management invest-
audiences, develop event concepts, and plan and ment. It gets you through the fundamental urgen-
coordinate the process for maximum efficiency. cies of an enterprise KM system, from end-to-end,
showing how each stage can serve as a foundation
The Art of Service has created The Event Manage-
ment Toolkit to ensure your organization has the for later enhancements.
answers to ALL of your questions and to BOOST
your knowledge, skills, and techniques for flaw- Thoroughly revised to reflect today's latest tools,
less Event Management. technologies, and best practices, this hands-on
A Quick Look Inside: This Incomparable A Quick Look Inside—This Innovative Toolkit
Toolkit Contains: guide offers a complete road map for building KM Contains:
This leading Event Management Toolkit contains
Presentations, Blueprints, and Assessments. • Presentation: ITIL® Event Management systems incrementally with each step delivering new
• Event Management Introduction Presentation business value and seamlessly building on the elabo- • ITIL® Knowledge Management Presentation
• Event Management Mindmaps • Toolkit Introduction Presentation—Knowledge Man-
The carefully created Power Point Presentations • Event Management Roles and Responsibilities
rate work that preceded it. agement
can be used to educate, as the basis for manage- • Event Management Process Flow • Policies, Objectives, and Scope
ment presentations, or when making business • Event Management Technology Considerations Utilizing practical checklists and diagrams, the • Business Justification Document
cases for Event Management implementation. • Event Management Business Justification Document • Roles and Responsibilities
These presentations will give you an insightful • Event Management Communication Plan
Knowledge Management Toolkit introduces today's • Knowledge Management Tools
plethora of knowledge and understanding of all • Event Management Business Flyer best techniques for planning, designing, developing, • Communication Plan
the terms, activities, and concepts required within • Implementation Plan deploying, and managing knowledge. • Service Knowledge Management System
the Event Management process. • Service Operation Readiness Assessment • Knowledge Management Review Document
• Toolkit Roadmap • Knowledge Management Implementation and Pro-
Use Knowledge Management to ensure the right deci- ject Plan
The Implementation Plan and the Service Opera- • (Also includes Toolkit Roadmap)
tion Readiness Assessment focus on your organi- sions are made!
zation. These assessments cover the questions
you need to ask your staff, as well as policies, The Knowledge Management Toolkit con-
procedures, and technology to gain a current tains presentations, templates, and essen-
insight into the ITIL® maturity of your organiza- tial resources:
tion. They are user-friendly, easy-to-edit spread-
sheets that provide detailed results and graphs to • The carefully created Power Point Presentations
support your reports. can be used to educate, as the basis for manage-
ment presentations, or when making business
cases for Knowledge Management implementa-
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Page 10 of 33 Page 11 of 33

7. TOOLKITS TOOLKITS
IT Service Continuity Process Management Kit The Capacity Management Toolkit
Disasters Don't Care if You're Ready! • ITSC Management Presentation Become a Capacity Management entrepreneur! • Capacity Review Document
• Implementation Plan—Project Plan • Capacity Management Process Manager
• Example Business Impact Analysis • Communication Plan
The advanced IT Service Continuity Process Man- • Environmental Architectures and Standards If you want a quality education on how to achieve in • Implementation Plan: Project Plan
agement Toolkit aims to help you manage risks that • Emergency Response Plan the world of IT capacity, this toolkit will demonstrate • Objectives and Goals
could seriously impact the IT services of your or- • E-Mail Text • Policies, Objectives, and Scope
how easy it can be to produce and maintain effective
ganization. It has been produced to ensure that you capacity management.
can maintain continuity by reducing the risk from
disastrous events to an achievable level and plan for Capacity Management is a process used by IT pro-
the recovery of your IT services. fessionals to manage information technology. Its
primary goal is to ultimately ensure that IT capacity
With this knowledge and understanding, you can meets current and future business requirements in a
see the importance of the process. We can also see by cost-effective manner.
unfortunate recent events that none of us can avoid
thinking of what we would do in the event of a disas- This stand alone toolkit has been designed to help
ter that interrupts our ability to provide IT services. you deliver exceptional capacity management in your
organization. Through the process of actively work-
Rescue yourself from unplanned disasters! ing your way through the well-organized templates,
presentations, and documents created specifically
The IT Service Continuity Process Management to increase your understanding and knowledge, you
Toolkit contains presentations, templates, assess- will discover a proficient process for implementing
ments, and essential resources: capacity management.
The carefully created Power Point Presentations can
be used to educate, as the basis for management • Continuity Review Document • Reports, KPIs, Other Metrics
presentations, or when making business cases for IT • Communication Plan The Capacity Management Toolkit contains presenta- • Toolkit Introduction Presentation—Capacity Manage-
Service Continuity Process Management implemen- • Business Justification document ment
• Business Impact Analysis
tions, templates, and essential resources: • Toolkit Roadmap—Capacity Management
tation. • Business Continuity Strategy • Typical Contents of a Capacity Plan
These presentations will give you an insightful • Business and IT Flyers Presentations can be used to educate, as the basis for
plethora of knowledge and understanding of all the management presentations, or when making busi-
terms, activities, and concepts required within the IT ness cases for Capacity Management implementa-
Service Continuity Process Management process. tion.
Supporting documents and assessments that will
A Quick Look Inside—This Step-By-Step help you identify the areas within your organization
Toolkit contains:
that require the most activity in terms of change and
• Vital Records Template
improvement.
• Typical Contents of a Recovery Plan
• Toolkit Roadmap—ITSCM Management A Quick Look Inside—This Accomplished
• Toolkit Introduction Presentation–ITSCM Toolkit Contains:
• Salvage Plan Template
• Risk Assessment Template
• Capacity Management Business and IT Service Map-
• Risk Assessment Questionnaire
ping
• Reports, KPI Targets, and Additional Metrics
• Capacity Management Business Justification Docu-
• Reciprocal Arrangements
ment
• Policies, Objectives, Scope
• Capacity Management Presentation
• Objectives and Goals
• Capacity Management—Roles and Responsibilities
• Management of Risk Framework MOR
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8. TOOLKITS TOOLKITS
The ITSM Starter Kit: 2011 Edition Financial Management Process Kit
Set the world standard for enterprise IT, policies, bilities Give your organization the techniques need- • Budget Template
• Continual Service Improvement Lifecycle Phase ed to achieve your financial goals. • Charging Policies
and procedures in your organization with the ITSM Introduction • Charging Template
Starter Kit—Third Edition! • CSI Lifecycle Phase Introduction Presentation • BONUS File Standardized Financial Statements Tem-
You can find EVERYTHING you need right here!
• Service Measurement Reporting plate
• CSI Roles and Responsibilities • Reports, KPIs, and other Metrics
The best-selling ITSM Starter Kit—Third Edition de-
livers a comprehensive collection of factsheets, read-
ing material, illustrated models, and well-designed Financial control and planning are critical to the
success and longevity of any organization. The Art
worksheets that are proven to help any organization
of Service has done the research and put in the
get up to speed on ITSM principals fast! man hours to deliver to you a one-of-a-kind, all
encompassing Financial Management Toolkit that
The ITSM Starter Kit will help your team prioritize caters to your company’s every need.
your ITSM implementation based on which ITSM
The information found within the Toolkit is based
principals will provide the most immediate benefit to
on the ITIL® framework, specifically the Service
your company. Strategy phase, which incorporates the updated
ITIL® Financial Management process.
Wouldn’t it be great to know which ITIL® practices
would benefit your company the most so you can The Financial Management Toolkit :
prioritize your focus? • Flows logically
• Is scalable
A wealth of ITSM Tools and Critical Information is • Provides you with presentations, templates, and
documents
now at your finger tips! • Most importantly, SAVES you time!
A Quick Look Inside: This Innovative Toolkit
Provides You With:
1. ITIL® V2 to V3 Bridging Information • ITIL® IT Service Management Beginners Guide • Cost Model Template
V8 and ITIL® V3 Lifecycle Phase and Process It contains Presentations, Blueprints, and Assess- • Sample Business Case Structure
2. ITIL® v2 to v3 Bridging Overview
Factsheets ments: • Common Business Objectives
3. ITIL® v2 to v3 Bridging Introduction Presentation
4. Service Strategy Lifecycle Phase Introduction • Service Strategy Factsheet • Single Business Impact can affect multiple business
• Service Strategy Lifecycle Phase Introduction
• Service Design Factsheet The carefully created Power Point Presentations objectives
• Service Transition Factsheet can be used to educate or be used as the basis for • Multiple Business Impacts can affect single business
Presentation
• ITIL® Lifecycle Stage Readiness Assessments management presentations or when making busi- objectives
• Description of Asset Types
• ITIL® Service Strategy Readiness Assessment V1 ness cases for Financial Management implementa- • NPV Decisions
• Challenges, CSFs and Risks • ITIL® Service Design Readiness Assessment V1 • Example Model: Calculation of a Service Manage-
• Service Design Lifecycle Phase Introduction tion. These presentations will give you an insight-
• ITIL® Service Transition Readiness Assessment ment ROI
• Service Design Lifecycle Phase Introduction Pres- V1 ful plethora of knowledge and understanding of all • Example Trend Line Analysis
entation • ITIL® Service Operation Readiness Assessment the terms, activities, and concepts required within • Review Document
• The Service Design Package V1 the Financial Management process. • Implementation and Project Plan
• Measurement of Service Design • ITIL® Continual Service Improvement Readiness • Toolkit Roadmap
• Implementing Service Design Assessment V1 A Quick Look Inside: This Step-By-Step
• Service Acceptance Criteria • ITIL® Service Management Practices Executive Toolkit Provides You With:
• Service Transition Lifecycle Phase Introduction Overview
• Service Transition Lifecycle Phase Introduction
Presentation • ITIL® Financial Management Presentation
• Service Transition Managing Communications and Extra ‘Bonus’ Material • Toolkit Introduction Presentation - Financial Man-
Commitment agement
(Also includes Toolkit Roadmap) • Objectives and Goals
• Service Transition Organization of Service Transi-
tion • Policies, Objectives, and Scope
• Service Operation Lifecycle Phase Introduction • Communication Plan
• Service Operation Lifecycle Phase Introduction • Financial Management Process Manager
Presentation • Business Justification Document
• Service Desk - Metrics • Accounting Policies
• Service Operation Functions - Roles & Responsi- • Accounting Template
• Budgeting Guidelines
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9. TOOLKITS TOOLKITS
ISO/IEC 27000 Toolkit The ISO/IEC 20000 Toolkit
ALL the knowledge and skills you need to meet • BCM Communication Plan Set the International Standard and Stand • IT Governance Metrics, Measures, and Benchmark-
your Information Security Management Systems • BCM Policies, Objectives, and Scope Out! ing—ITIL® Presentation
standards can be found right here! • BCM Business Justification Document • Simple Six Sigma Calculator
• BCM Example Business Impact Analysis • Six Sigma—Short Overview
• BCM Business Impact Analysis Info sheet • Six Sigma Defining Requirements
The aim of The Art of Service’s ISO/IEC 27000 Explore the #1 Guide to Becoming a More Com-
• BCM Risk Assessment Template • Six Sigma Presentation
Toolkit and the standard itself is to deliver a model petitive, Cost and Time Effective Organization.
for establishing, implementing, operating, moni-
toring, reviewing, maintaining, and improving an
Information Security Management System. Leading ITSM professionals have gone to great
lengths to develop an all-encompassing guide to
This step-by-step toolkit is designed to act as a the ultimate success of those who make the right
starting point for your organization. It is guaran- choice to implement it
teed to give you a clear path to travel to reach
your company goals.
Having worked with organizations providing ser-
The toolkit provides you with templates, useful vices into the Government, we were mandated
guides, and innovative assessments to ensure you (as part of our contract of service) to conform to
make the most out of what the ISO/IEC 27000 ISO20000.
Toolkit has to offer.
It is positively essential for any organization,
A Quick Look Inside: This First-Class Toolkit either delivering service into the Public Sector or
Contains: with significant Public Sector links, to look towards
ISO 20000 at the earliest opportunity, before the
ISO/IEC 27000 Introduction inevitable is forced upon them.
• ISO/IEC 27000 Introduction A Quick Look Inside—This #1 Toolkit con-
• Information Security Management—Roles and Re- tains:
sponsibilities
• Certifying Information Security Management Sys- • BCM Environmental Architectures and Standards • Building a Business Case • Starter Kit Document
tems • BCM Reciprocal Arrangements • Example Communication Plan Content List • ISO Assessment Example Chapter 3
• ISO27000 Statement of Applicability Example • BCM Salvage Plan Template • ISO 20000 Easy Explanation Factsheet • ISO Assessment Example Chapter 4
• ISO/IEC 27001 Awareness Terms and Definitions • BCM Business Continuity Strategy • ISO 20000 Sample Outsourcing Agreement • ISO Assessment Example Chapter 5
• Mapping Responsibilities ISO _IEC 27000 • BCM MOR Framework • ISO IEC 20000 Introduction Presentation • Process Summary—Budgeting and Accounting
• Mapping—Terms and Usage ISO 20000 and ISO • BCM Risk Assessment Questionnaire • ISO IEC 20000 Presentation Chapters 6–10 • Process Summary—Business Relationship Manage-
27000 • BCM Typical Contents of a Recovery Plan • ISO IEC 20000 Presentation ment
• ISO_IEC 27000 FAQs • BCM Emergency Response Plan • Management Commitment and Co-ordination Pres- • Process Summary—Capacity Management
• BCM Reports and KPI Targets and Additional Metrics entation • Process Summary—Change Management
Information Security Management Resources • BCM Vital Records Template • Mapping Responsibilities • Process Summary—Configuration Management
• Business Continuity Management Review Document • Metrics and Reports • Process Summary—Incident Management
• Objectives and Goals • Business Continuity Management Implementation • Scoping Example—Tata Communications Attains • Process Summary—Information Security Manage-
• Communication Plan and Project Plan ISO 20000 and 27001 Certifications for Managed ment
• CRAMM Services and Data Centers • Process Summary—Problem Management
• Guidelines for Building an Electronic Data Retention Risk Management Resources • Terms and Definitions and Acronyms • Process Summary—Release Management
Policy • COBIT Factsheet • Process Summary—Service Continuity and Availabil-
• Implementation Plan—Project Plan • COBIT Presentation ity Management
• Risk Management Framework
• Policies, Objectives, Scope • ISO 9000 Easy Explanation Factsheet • Process Summary—Service Level Management
• Risk Assessment Questionnaire
• Reports, KPIs, Other Metrics • ISO 9000 Model of a Process-based Quality Man- • Process Summary—Service Reporting
• Risk Assessment and Control Form
• Security Audit Template agement System • Process Summary—Supplier Management
• Generic Project Risk Assessment
• Security Incident Template • ISO 27000 Presentation • ISO 20000 FAQs
• Conducting a Risk Management Review
• Security Service Requirement • Mapping—Terms and Usage • ISO/IEC 20000 Foundation Program Overview
• Checklist on Assignment of Risk Ownership
• Security Process Manager Document • ISO 38500 Easy Explanation Factsheet • ISO/IEC 20000 Professional Program M&I Overview
• Security Management Review Document • ISO 38500 Presentation • ISO/IEC 20000 Professional Program Support of IT
Bonus Resources. • Example—Availability Reporting Overview
Business Continuity Management Resources • Example—High Level Goals and KPIs • Toolkit Roadmap
(Also includes Toolkit Roadmap) • Example—KPIs of the value of Service Management
• BCM Objectives and Goals • Examples of Service Quality Metrics
http://store.theartofservice.com/toolkit-downloads/iso-iec-27000-toolkit.html http://store.theartofservice.com/toolkit-downloads/implementing-iso-standards/the-iso-iec-20000-toolkit-isbn-tk00149.html
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10. TOOLKITS TOOLKITS
Six Sigma Toolkit Availability Management Process Kit
Get your hands on a BUSINESS PHILOSOPHY that • 8. Defining Requirements Look no further for an effective way to implement • Roles and Responsibilities
focuses on continuous improvement. • 9. Process Definition and improve the IT structure and quality of your • Availability Management Process Manager role(s)
• 10. ITIL® Process Assessment business! definition
An organized process for structured analysis • 11. Maturity score • Service Outage Analysis document
• (Also includes Toolkit Roadmap) • Reports, Key Performance Indicators ( KPIs) and
of data. The Knowledge Solution: Stop Searching, Stand
other Metrics definition Template
Out and Pay Off. The #1 ALL ENCOMPASSING
Six Sigma can be viewed as a strategy developed Guide to Availability Management.
to improve the quality of business processes by
identifying and removing the underlying causes An Important Message for ANYONE who wants to
or errors and minimizing variables within business learn about Availability Management Quickly and
processes. Easily, "Here's Your Chance To Skip The Strug-
gle and Master Availability Management with the
Completely rewritten and reorganized, this second Least Amount of Effort…"
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 This best-selling Availability Management process
edition reflects the developments in Six Sigma Toolkit is your answer to ensuring that your IT
over the past few years and will help maintain the Services and their supporting Infrastructure can
Toolkit's position as the leading comprehensive be delivered in a cost-effective manner, with a
guide to Six Sigma. reliable level of Availability, in line with your busi-
ness objectives.
The most comprehensive Six Sigma reference
available—now revised and expanded.
Are you looking to learn more about Availability
The Six Sigma Toolkit contains presentations, Management?
templates, and essential resources.
You're about to discover the most spectacular gold
The supporting documents provided within this mine of Availability Management materials ever
toolkit will help you identify the areas within your created; this toolkit is a unique collection to help • Communication Plan to describe Availability Man-
organization that require the most activity in you become a master of Availability Management. agement to your organization
Features of the all-new edition: • Project and Implementation Plan Template
terms of change and improvement.
• Availability Management Review Document
• Many pages with easy-to-follow sections • Toolkit Roadmap
• An extensive must-do checklist based on our expe- This one-of-a-kind Toolkit is designed to answer
The carefully created Power Point Presentations rience implementing Six Sigma in over 40 industries ALL questions that the Availability Management
can be used to educate, as the basis for manage- • New practical advice on awareness, planning, im- process raises and will provide your organization
ment presentations, or when making business plementation, and review with:
cases for Six Sigma implementation. These pres- • New commentary on delivering upon business value - Useful guides
entations will give you an insightful plethora of • All-new ‘tune-up’ section tailored to improve the - Templates
knowledge and understanding of all the terms, performance of existing initiatives - Essential and easy to follow assessment to build
activities, and concepts required within the Six • Fully updated throughout to take account of current on your skills and knowledge
Best Practices and policies and the state of their use
Sigma process.
A Quick Look Inside: This Time-Saving
A Quick Look Inside—This First-Class Toolkit Toolkit Provides You With:
Contains:
• ITIL® Availability Management Presentation
• 1. Factsheet Six Sigma in a nutshell. This is a • Toolkit Introduction Presentation - Availability Man-
simple, concise overview of Six Sigma. Key phrases, agement
concepts, and basic activities are summarized. • Objectives and Goals Document
• 2. Six Sigma Presentation • Policies, Objectives, and Scope
• 3. Overview Document • Business Justification Document
• 4. Workshop Presentation • Recovery Template detailing plan for unexpected
• 5. Building a Six Sigma organization service lapses
• 6. Six Sigma Calculator • Component Failure Impact Analysis document
• 7. Six Sigma Starters Document • Availability Requirements Template
http://store.theartofservice.com/toolkit-downloads/six-sigma-toolkit-isbn-tk00244.html http://store.theartofservice.com/toolkit-downloads/availability-management-process-kit-isbn-tk00051.html
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