This comprehensive IT Service Management toolkit provides a baseline set of proven, tactical deliverables for IT professionals. The toolkit includes essential support materials, templates and guidance to initiate, accelerate and fine tune an ITIL focused organization.
t Service Level Agreement (SLA) template
t Operational Level Agreement (OLA) template
t IT Service Catalog template
t IT Service Narrative template
t ITSM Service Delivery & Support Process overviews
t Integrated Service Management Framework
t ITIL Process Charter template
t Process Maturity Advanced Self Assessment workbook
t Roles & Responsibilities (ARCI) template
All templates include specific examples and guidelines for accelerated deployment. Specific guidance for implementation includes base-level service and pricing examples for IT products, process roles and responsibilities within an IT organization, IT process goals and objectives, process improvement milestones, customer and service provider requirements, IT service measurement examples, benefit and risk considerations and more.