Many organizations are looking to implement Event Management, Access Management and Request Fulfillment as a way to improve the structure and quality of the business.
The information found within the Toolkit is based on the ITIL Version 3 framework, specifically the Service Operation phase which incorporates each of these new ITIL version 3 processes. Lennon Grant: "This thorough Toolkit provides a clear roadmap to designing, implementing and operating a help desk. The author leaves no key process out and completely covers everything from initial concept to measuring support effectiveness and process improvement.
As a service delivery consultant I found this Toolkit to be one of the best for planning and implementing a world-class help desk. I personally gained a lot of knowledge from it, and it reinforced some of my past experiences and accomplishments. It earns 5 stars and my highest recommendation."
The Toolkit is designed to answer a lot of the questions concerning Event Management, Access Management and Request Fulfillment and 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 Event Management, Access Management and Request Fulfillment 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 Event Management, Access Management and Request Fulfillment Toolkit:
- Flows logically,
- Is scalable,
- Provides presentations, templates and documents,
- Saves you time.
Start by reviewing the PowerPoint presentations in the following order:
1. Event Management, Access Management and Request Fulfillment Intro Presentation.-This presentation gives an introduction to the toolkit.
2. Event Management ITIL V3
3. Access Management ITIL V3
4. Request Fulfillment ITIL V3
5. Service Desk ITIL V3
Presentation 2-5 provide a detailed and comprehensive overview of Event Management, Access Management, Request Fulfillment and the Service Desk processes in the specialist areas of ITIL Version3 and in particular, within the Service Operation phase. The Service Desk resources are included as the Service Desk is the function that performs the activities of each of the processes.
These presentations will give you a good knowledge and understanding of all the terms, activities and concepts required within the Service Desk, Event Management, Access Management and Request Fulfillment. They can also be used as the basis for management presentations or when making a formal business case for the Service Desk, Event Management, Access Management and Request Fulfillment 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.
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.
Event Management ITIL V3
- Presentation: Event Management ITIL V3
- Roles and Responsibilities
- Event Management process flow
- Technology Considerations
Access Management ITIL V3
- Presentation: Access Management ITIL V3
- Roles and Responsibilities
- Metrics of the Service Desk
Request Fulfillment ITIL V3
- Presentation: Request Fulfillment ITIL V3
- Roles and Responsibilities
- Technology Considerations
- Metrics of the Service Desk
Service Desk ITIL V3
- Presentation: Service Desk ITIL V3
- Business Justification Document
- Service Desk Roles and Responsibilities
- Service Desk Review Document
- Service Desk Metrics
- Communication Plan
- Business Flyers
Continue by working through the Implementation Plan, Service Desk Review Doc and Example Service Desk Project Plan with the focus on your organization. This will help you ascertain the Service Desk, Event Management, Access Management and Request Fulfillment maturity for your organization. You will 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 Event Management, Access Management and Request Fulfillment.
Charles Mckendrick : "The one to get!!! The reason I purchased this Toolkit was that I found myself creating a helpdesk from scratch. If you are looking for a how to Toolkit that will guide on the path of creating a very effective IT helpdesk, this is it. It will show you not only the right way to do things, but also alert you of possible pitfalls. It will teach you how to do things that not really come to mind right away."
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