ISO IEC 20000 Toolkit

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Differentiate between high and low risk customer products

 

What relationships and guidelines are needed to support your service configuration structure needs?

What factors are the most critical to ensure your product or service meets your customers requirements?

Which frameworks/methodologies does your support organization use?

What would impact your ability to restore service on the first contact?




...Find the answers to these, and more, questions with this ISO IEC 20000 Toolkit:

  • Measure and model your processes to that end result of customer satisfaction.
  • Handle risk assessing your clients information assets.
  • Differentiate between high and low risk areas of behaviour, ethics and values.
  • Demonstrate your it services are managed to meet your business needs.
  • As a Cloud Service Provider monitor and keep an audit trail of your activities.
  • Respond to such existing and new management challenges.
  • Respond to existing and new management challenges.
  • Structure your budget process to minimize conflict and maximize employee engagement.
  • Start the implementation from your organizational point of view.



HOW THIS TOOLKIT WORKS:

Save time, empower your teams and effectively upgrade your processes with access to this practical ISO IEC 20000 Toolkit and guide. Address common challenges with best-practice templates, step-by-step work plans and maturity diagnostics for any ISO IEC 20000 related project.

Download the Toolkit and in Three Steps you will be guided from idea to implementation results.

The Toolkit contains the following practical and powerful enablers with new and updated ISO IEC 20000 specific requirements:


STEP 1: Get your bearings

Start with...

  • The latest quick edition of the ISO IEC 20000 Self Assessment book in PDF containing 49 requirements to perform a quickscan, get an overview and share with stakeholders.

Organized in a data driven improvement cycle RDMAICS (Recognize, Define, Measure, Analyze, Improve, Control and Sustain), check the…

  • Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation

Then find your goals...


STEP 2: Set concrete goals, tasks, dates and numbers you can track

Featuring 996 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which ISO IEC 20000 improvements can be made.

Examples; 10 of the 996 standard requirements:

  1. Are all employees involved in incident and service request management able to access and use relevant information to help resolve issues or successfully respond to the request?

  2. Do you have a capacity plan in place that considers the human, technical, information and financial resources required to meet agreed capacity and performance requirements?

  3. Is there clear management direction and documented responsibility for reviewing, authorizing, communicating, implementing and maintaining the service management plan?

  4. What can be done to improve its effectiveness, that is, how can IT management be proactive and help organizations respond to business change more effectively?

  5. Are all configuration items defined, uniquely identifiable and recorded in a controlled configuration management database that is periodically audited?

  6. Which process has the objective of helping to control the IT infrastructure by maintaining a logical model of the IT infrastructure and IT services?

  7. How can a non incumbent contractor know the number and availability of personnel and have a fixed price rate for work that is so inherently vague?

  8. Do individuals, appointed by service management and customers, have the appropriate authority to properly represent the respective organizations?

  9. Has top management communicated the importance of fulfilling service, legal and regulatory requirements, and meeting contractual obligations?

  10. When implementing service management, what is the recommended method to deliver the best possible service to meet a customers business needs?


Complete the self assessment, on your own or with a team in a workshop setting. Use the workbook together with the self assessment requirements spreadsheet:

  • The workbook is the latest in-depth complete edition of the ISO IEC 20000 book in PDF containing 996 requirements, which criteria correspond to the criteria in...

Your ISO IEC 20000 self-assessment dashboard which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next:

  • The Self-Assessment Excel Dashboard; with the ISO IEC 20000 Self-Assessment and Scorecard you will develop a clear picture of which ISO IEC 20000 areas need attention, which requirements you should focus on and who will be responsible for them:

    • Shows your organization instant insight in areas for improvement: Auto generates reports, radar chart for maturity assessment, insights per process and participant and bespoke, ready to use, RACI Matrix
    • Gives you a professional Dashboard to guide and perform a thorough ISO IEC 20000 Self-Assessment
    • Is secure: Ensures offline data protection of your Self-Assessment results
    • Dynamically prioritized projects-ready RACI Matrix shows your organization exactly what to do next:

 

STEP 3: Implement, Track, follow up and revise strategy

The outcomes of STEP 2, the self assessment, are the inputs for STEP 3; Start and manage ISO IEC 20000 projects with the 62 implementation resources:

  • 62 step-by-step ISO IEC 20000 Project Management Form Templates covering over 1500 ISO IEC 20000 project requirements and success criteria:

Examples; 10 of the check box criteria:

  1. Risk Audit: What are the benefits of a Enterprise wide approach to Risk Management?

  2. Project Scope Statement: Have the reports to be produced, distributed, and filed been defined?

  3. Stakeholder Management Plan: Is the ISO IEC 20000 project sponsor clearly communicating the business case or rationale for why this ISO IEC 20000 project is needed?

  4. Probability and Impact Matrix: Is the customer technically sophisticated in the product area?

  5. Scope Management Plan: Does the implementation plan have an appropriate division of responsibilities?

  6. Quality Management Plan: How does your organization perform analyzes to assess overall organizational performance and set priorities?

  7. Network Diagram: Why must you schedule milestones, such as reviews, throughout the ISO IEC 20000 project?

  8. Project Performance Report: To what degree is the information network consistent with the structure of the formal organization?

  9. Process Improvement Plan: What personnel are the sponsors for that initiative?

  10. Milestone List: How difficult will it be to do specific activities on this ISO IEC 20000 project?

 
Step-by-step and complete ISO IEC 20000 Project Management Forms and Templates including check box criteria and templates.

1.0 Initiating Process Group:

  • 1.1 ISO IEC 20000 project Charter
  • 1.2 Stakeholder Register
  • 1.3 Stakeholder Analysis Matrix


2.0 Planning Process Group:

  • 2.1 ISO IEC 20000 project Management Plan
  • 2.2 Scope Management Plan
  • 2.3 Requirements Management Plan
  • 2.4 Requirements Documentation
  • 2.5 Requirements Traceability Matrix
  • 2.6 ISO IEC 20000 project Scope Statement
  • 2.7 Assumption and Constraint Log
  • 2.8 Work Breakdown Structure
  • 2.9 WBS Dictionary
  • 2.10 Schedule Management Plan
  • 2.11 Activity List
  • 2.12 Activity Attributes
  • 2.13 Milestone List
  • 2.14 Network Diagram
  • 2.15 Activity Resource Requirements
  • 2.16 Resource Breakdown Structure
  • 2.17 Activity Duration Estimates
  • 2.18 Duration Estimating Worksheet
  • 2.19 ISO IEC 20000 project Schedule
  • 2.20 Cost Management Plan
  • 2.21 Activity Cost Estimates
  • 2.22 Cost Estimating Worksheet
  • 2.23 Cost Baseline
  • 2.24 Quality Management Plan
  • 2.25 Quality Metrics
  • 2.26 Process Improvement Plan
  • 2.27 Responsibility Assignment Matrix
  • 2.28 Roles and Responsibilities
  • 2.29 Human Resource Management Plan
  • 2.30 Communications Management Plan
  • 2.31 Risk Management Plan
  • 2.32 Risk Register
  • 2.33 Probability and Impact Assessment
  • 2.34 Probability and Impact Matrix
  • 2.35 Risk Data Sheet
  • 2.36 Procurement Management Plan
  • 2.37 Source Selection Criteria
  • 2.38 Stakeholder Management Plan
  • 2.39 Change Management Plan


3.0 Executing Process Group:

  • 3.1 Team Member Status Report
  • 3.2 Change Request
  • 3.3 Change Log
  • 3.4 Decision Log
  • 3.5 Quality Audit
  • 3.6 Team Directory
  • 3.7 Team Operating Agreement
  • 3.8 Team Performance Assessment
  • 3.9 Team Member Performance Assessment
  • 3.10 Issue Log


4.0 Monitoring and Controlling Process Group:

  • 4.1 ISO IEC 20000 project Performance Report
  • 4.2 Variance Analysis
  • 4.3 Earned Value Status
  • 4.4 Risk Audit
  • 4.5 Contractor Status Report
  • 4.6 Formal Acceptance


5.0 Closing Process Group:

  • 5.1 Procurement Audit
  • 5.2 Contract Close-Out
  • 5.3 ISO IEC 20000 project or Phase Close-Out
  • 5.4 Lessons Learned

 

Results

With this Three Step process you will have all the tools you need for any ISO IEC 20000 project with this in-depth ISO IEC 20000 Toolkit.

In using the Toolkit you will be better able to:

  • Diagnose ISO IEC 20000 projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices
  • Implement evidence-based best practice strategies aligned with overall goals
  • Integrate recent advances in ISO IEC 20000 and put process design strategies into practice according to best practice guidelines

Defining, designing, creating, and implementing a process to solve a business challenge or meet a business objective is the most valuable role; In EVERY company, organization and department.

Unless you are talking a one-time, single-use project within a business, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?'

This Toolkit empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make ISO IEC 20000 investments work better.

This ISO IEC 20000 All-Inclusive Toolkit enables You to be that person.

 

Includes lifetime updates

Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.





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CONTENTS:


Checklists:


Checklists:ISO IEC 20000 Checklist Report on ISO.pdf

Checklists:ISO IEC 20000 Checklist Report on PROJECT.pdf

Checklists:ISO IEC 20000 Checklist Report on INFORMATION.pdf

Checklists:ISO IEC 20000 Checklist Report on MANAGEMENT.pdf

Checklists:ISO IEC 20000 Checklist Report on BUSINESS.pdf

Checklists:ISO IEC 20000 Checklist Report on PROCESS.pdf

Checklists:ISO IEC 20000 Checklist Report on CUSTOMER.pdf

Checklists:ISO IEC 20000 Checklist Report on DATA.pdf

Checklists:ISO IEC 20000 Checklist Report on BIOGAS.pdf

Checklists:ISO IEC 20000 Checklist Report on SERVICE.pdf

Checklists:ISO IEC 20000 Checklist Report on ORGANIZATION.pdf



STEP 1 Get your bearings:


STEP 1 Get your bearings:ISO IEC 20000 Self-Assessment Pre-Filled EXAMPLE.xlsx

STEP 1 Get your bearings:ISO_IEC_20000_Quick_Exploratory_Self-Assessment_Guide.pdf





STEP 2 Set concrete goals tasks dates and numbers you can track:


STEP 2 Set concrete goals tasks dates and numbers you can track:ISO_IEC_20000.pdf

STEP 2 Set concrete goals tasks dates and numbers you can track:ISO IEC 20000 Self-Assessment.xlsx

..and the Project Management resources in 'STEP 3: Implement, Track, follow up and revise strategy' as described above.

 

 

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