Skip to main content
Maintenance and Support A Clear and Concise Reference

Maintenance and Support A Clear and Concise Reference

USD257.47
Availability:
Paperback: 284 pages. FREE delivery.
Adding to cart… The item has been added

What does the Maintenance and Support A Clear and Concise Reference include?

The product includes a 60-plus file digital playbook delivered by email within 24 business hours, comprising PDF and XLSX files: a master operations playbook, a 90-day adoption roadmap, self-assessment worksheets, 21 customisable Word/Excel templates, scoring rubrics mapped to ITIL 4, ISO 20000 and COBIT 5, implementation playbooks, dashboards, audit-prep tools and quick-reference cards.

Are you watching your Maintenance and Support programme silently erode customer retention, inflate operating costs and block revenue growth? Without a clear, structured reference framework you face inconsistent service delivery, reactive troubleshooting, missed upsell opportunities and the real risk of failed audits, regulatory fines and lost contracts. The Maintenance and Support A Clear and Concise Reference stops that drift and turns maintenance into a measurable profit centre the moment you download the playbook.

What You Receive

  • 00_Platinum_Tier centrepiece files (PDF/XLSX) - a master operations playbook PDF, a 90-day adoption roadmap XLSX, an implementation template PDF, an anti-pattern catalogue XLSX, an outcomes dashboard XLSX and an incident-response runbook PDF; these give you a turnkey strategic blueprint.
  • 01_Getting_Started guide (PDF) - a start-here document that walks you through onboarding in under an hour.
  • 02_Self-Assessment and Diagnostics (XLSX) - a 280-question maintenance and support maturity assessment covering Strategy Alignment, Incident Management, Change Control, SLAs, Knowledge Management, Customer Satisfaction and Continuous Improvement; complete the assessment in one business day to pinpoint gaps.
  • 03_Requirements and Goal-Setting (PDF/XLSX) - goal-setting templates, stakeholder-mapping worksheets and a KPI definition matrix to align maintenance with corporate strategy.
  • 04_Models and Frameworks (PDF/XLSX) - comparison matrices that map weighted scoring criteria to ITIL 4, ISO/IEC 20000 and COBIT 5 standards, enabling you to benchmark against international best practice.
  • 06_Processes and Execution (13-17 XLSX/PDF files) - RACI templates, interview scripts, execution worksheets and a detailed implementation playbook with prioritised action lists and milestone-tracking calendar; the largest section gives you day-to-day operational guidance.
  • 07_Performance and KPIs (XLSX) - ready-to-use measurement dashboards for service-level tracking and continual improvement.
  • 08_Quality and Governance (PDF/XLSX) - audit-prep checklists, policy templates and oversight tools to demonstrate compliance readiness.
  • 09_Sustainment and Improvement (PDF) - continuous-improvement frameworks and a catalogue of common anti-patterns to keep your service mature.
  • 10_Advanced Topics (PDF) - case archives and scenario libraries for senior leadership planning.
  • 11_Reference and Quick Cards (PDF) - at-a-glance cheat sheets for rapid decision-making.
  • 21 customisable templates (Word & Excel) - SLA framework, escalation path matrix, maintenance schedule planner, customer feedback tracker and post-incident review report; plug-and-play documents to standardise your processes immediately.
  • README.md and CUSTOMER_EMAIL.txt - onboarding note and file-structure guide delivered by email within 24 business hours.

How This Helps You

  • Rapidly identify compliance gaps and cost-drain areas, so you can reallocate resources to high-value activities and avoid costly audit findings.
  • Standardise documentation and service-level agreements, reducing incident resolution time and boosting customer satisfaction scores.
  • Benchmark against ITIL 4, ISO 20000 and COBIT 5, giving you concrete evidence of readiness for external audits and regulatory reviews.
  • Follow a 90-day roadmap that converts reactive break-fix cycles into proactive, revenue-generating maintenance, protecting you from lost contracts and competitive disadvantage.
  • Use ready-made dashboards and KPI trackers to demonstrate performance improvements to senior leadership, securing budget approval and stakeholder buy-in.

Who Is This For?

  • Service-Delivery Managers who need to prove the value of maintenance to executives.
  • Operations Leaders responsible for incident and change management across technology platforms.
  • Customer-Success Directors seeking to turn support interactions into upsell opportunities.
  • IT Service Managers tasked with aligning maintenance with ITIL and ISO standards.
  • Process Improvement Consultants who design, implement and audit service-level frameworks.

Choose the Maintenance and Support A Clear and Concise Reference today and give your organisation the decisive edge to transform support from a cost centre into a strategic profit driver. Your next audit will thank you, your customers will stay, and your bottom line will grow.

!