© The Art of Service Pty Ltd 2008 ‘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.’ Introduction Many IT organizations are looking to implement ITIL Version 3 a way to improve the structure and quality of the business. This document describes the contents of the Service Operation toolkit.
The information found within the Toolkit is based on the ITIL Version 3 framework, focusing on the Service Operation Lifecycle phase. The Toolkit is designed to answer a lot of the questions about Service Operation and provide you with useful guides, templates and essential, but easy to follow presentations. Presentations are a great education tool and can also be used as the basis for management presentations or when making business cases for ITIL Version 3 Service Operation implementation. The additional information will enable you to improve your organizations knowledge base and provide you with practical and useable examples and 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 activities. The Service Operation Toolkit: Flows logically, Is scalable, Provides presentations, templates and documents, Saves you time. Step 1 Start by reviewing the PowerPoint presentations in the following order: Service Operation– Toolkit Introduction Presentation.-This presentation gives an introduction to the toolkit, Service Operation- ITIL Version 3 Presentation Outsourcing – Sourcing Strategy Presentation Presentation 2 provides a detailed and comprehensive overview of Service Operation from the ITIL Version 3 perspective. The presentation will give you a good knowledge and understanding of all the terms, activities and concepts required within Service Operation, and each of its relevant processes and functions.
They can also be used as the basis for management presentations or when making a formal business case for Service Operation process and/or function implementation.
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 If you did not look at the supporting documents and resources when prompted during the PowerPoint presentations, do this now.
Below is an itemized list of the supporting documents and resources for easy reference.
You can use these documents and resources within your own organization or as a template to help you in prepare your own bespoke documentation. Service Operation- ITIL Version 3 Presentation : Example Service Desk Project Plan Service Desk – Roles and Responsibilities Service Desk Technology Service Desk- Metrics Service Desk Review Document Example Outsourcing Contract template Service Desk Outsourcing template — Outsourcing – Sourcing Strategy Presentation Service Sourcing Structures Sourcing roles and responsibilities Step 2 continued… Alternatively, continue by working through the Service Operation Guide ITIL V3 and the ITIL Service Operation Readiness Assessment with the focus on your organization.
This will help you ascertain the Service Operation maturity for your organization.
You will be able to identify gaps and areas of attention and/or improvement. The supporting documents and resources found within the toolkit will help you fill these gaps by giving you a focused, practical and user-friendly approach to ITIL Version 3 Service Operation.
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