Tag Archives: guide

very helpful material, July 20, By Garret Ritchie (Fort Lauderdale, FL United States)

I found this study guide extremely useful in my preperation for the new ITIL® v3 exam. The online content is also a great bonus. I highly recommend this.

Read more about very helpful material, July 20, By Garret Ritchie (Fort Lauderdale, FL United States)

Implement the policies and procedures you need! – IT Professional’s Guide to Policies and Procedures

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policies and proceduresBest Practices in IT Policies and Procedures Toolkit Handbook

  • 10,933 Kb Zipped The Art of Service Tips
  • 110+ Policy and Procedure Template samples
  • 9 Policy and Procedure areas
  • Dramatically Increase development speed of your policy and procedures
  • Improve implementations with the 112 blueprints
  • 112 Policy and Procedures ready to use

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Best Practices in IT Policies and Procedures Toolkit Handbook
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All-New, One-Stop-Shop For IT Policies and Procedures Best Practices

The Art of Service’s ‘Best Practices’ in IT Policies and Procedures Handbook is the one-stop-shop guide on building a ‘best in class’ streamlined program, whether you’re managing an enterprise level IT department or a small business IT Crew. Forget about searching the hundreds (maybe even thousands) of white papers, reports and blog posts about organizing IT. We’ve done that for you. Think of the ‘Best Practices in IT Policies and Procedures Handbook’ as your comprehensive information bank of practical tactics and instructions based on proven IT Management, including:

  • hundreds of  pages of research based IT Management information, tools and data
  • Based on The Art of Service’s best IT Management Case Studies
  • 10,933 Kb Zipped The Art of Service Tips
  • 110+ Policy and Procedure Template samples
  • 9 Policy and Procedure areas
  • 112 Policy and Procedures ready to use FOR
  • Senior IT management, who are looking for ways to develop strategies to maximize their ROI
  • Mid-level IT Managers who need practical and proven ways to implement and direct their IT Procedures.
  • (Junior) IT Professionals who need guidance on the fundamentals of all aspects of IT Management.
  • IT departments so that you’ll have the go-to resource to best practices and training of new staff.

Here are 5 ways you’ll personally benefit from the Handbook:

  1. Information – the basis for your IT Management decisions
  2. Results – examples to emulate and inspire
  3. Tools – checklists, worksheets, tables and spreadsheets to make your job easier
  4. Confidence – tactics and strategies used successfully by other IT Managers
  5. Power – the ability to think about IT Management differently

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Best Practices in IT Policies and Procedures Toolkit Handbook
(Original Price $349 – Special Rate from The Art of Service -Save $100) – Toolkit downloads immediately.

Price: $249

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Practical How-tos from the Real World

There are a total of 112 documents in this toolkit:

They are broken up in to nine relevant folders that contain policy and process information on specific areas, such as Information Security policies, Email and Internet Usage policies etc.  There are a variety of document styles found within this toolkit such as PowerPoint presentations (5), PDF Documents (5), Word Documents (99) and Excel documents (3).  The contents of each folder are shown below.

Folder 1: Policies General
this introductory information starts with the basics – 10 easy to follow rules for creating a policy.  There is also a very helpful, step by step guide to setting your Value, Vision and Mission Statements – making sure they work for you and identify what your organization stands for, how it wants to be seen, and how it wants to go forward.

Folder 1 Documents:
– Creating Policies
– Values, Vision and Mission Statements.

Folder 2: Recruitment, Training and Development
this folder is packed full of resources which help and guide you through creating/ implementing/ improving policies within your organization.  Starting in the recruitment stages for internal and external applications, advice on interviewing, grading and selection policies, and moving on to the monioring, identification and recording of development needs for your staff. Finally, assessment and analysis of your organization’s behavior and leadership, and guide for managing change – with helpful checklists, assessments and templates – for specific areas in your organization, such as virtual teams.  There are two PowerPoint presentations in this folder. Presentations can be used to educate, as the basis for management presentations, or when making business cases for implementation.

This folder also contains role and responsbility descriptions for common roles required in IT (in accordance with the good practice methodology of ITIL® version 3).

Folder 2 Documents:
– Topgrading
– Internal Job Application for Job
– Job Candidate Evaluation
– Example – Performance Management-P D Plan Format
– Performance Management Process Checklist
– Performance Improvement Plan
– 360 Degree Feedback
– Motivation
– Develop your leadership skills
– Presentation  – Managing Change
– Managing Change Effectively
– Mapping Responsibilities
– Virtual Teams – A New Model
– Myths and Realities of Virtual Teams
– Presentation  – Organizational Behaviour and Leadership
– Organizational Behaviour Survey
– Roles and Responsibilities for ITIL®v3 (32 documents ordered by Service Lifecycle phase).

Folder 3: Information Security
this folder specifically relates to the policies around Information Security Management and the corresponding policies.  It starts with an example Information Security Policy that is a user-friendly guide to creating your own policy – explaining all the essentials to include and guidance on supporting content.  This folder contains lots of templates that you can easily use and adapt within your own organization.  The review documents have been designed using the Information Security process requirements for ITIL® v3.  This assessment will enable you to identify the gaps in your current policies and processes.

Folder 3 Documents:
– Example Information Security Policy
– Communication Plan
– CRAMM
– Implementation Plan_Project Plan
– Objectives and Goals
– Policies objectives scope
– Reports, KPIs, other metrics
– Security Audit Template
– Security Incident Template
– Security Management Review Doc
– Security Process Manager Document
– Security Service Requirement
– Security Management – Roles and Responsibilities

Folder 4: Data Rentention Policies

this folder gives concise and complete advice for creating a data retention policy. It includes a nine page document that explains the necessity for having this policy, as well as step-by-step considerations and advice to enable you to create your own, organization-specific policy.  There are also two examples of working data retention policies, to help you.

Folder 4 Documents:
– Guidelines for Building an Electronic Data Retention Policy
– Example – Uni of Massachusetts – Records Mgmt Data Retention Standards
– Example – Adams State College Data Handling and Storage Policy.

Folder 5: Email and Internet Usage policies
this folder has stacks of helpful advice on creating policies for email and Internet usage – starting with another step-by-step guide, to drafting your policy, case studies and advice on pitfalls to avoid, and more working examples of policies and good practice to guide you, with your creations.

Folder 5 – Documents:
– E-mail and Internet Usage – How to draft the policy!
– Workplace e-mail and Internet use –  employees and employers beware
– EXAMPLE – AITP Model Electronic Mail  (E-mail) Policy
– EXAMPLE – Electronic-Mail and Voice-Mail Use Guidelines
– EXAMPLE – Notre Dame Australia Policy – Email and Internet Usage
– Finance and Administration Agency Guide to Best Practice – Email and Internet Usage.

Folder 6: Instant Messaging Policies
this information is specifically focused on instant messaging and accompanying security considerations such as viruses etc.  There is a step-by-step guide to creating your organization-specific policy and thirty two rules.  In addition, there is an example of a working policy and a template policy for you to use as guidance, to adapt and compare.

Folder 6 – Documents:
– IM Viruses and Security
– Thirty-Two Instant Messaging Rules – Best Practices to Keep You in Business and out of Court.
– EXAMPLE Instant Messaging Policy
– EXAMPLE TEMPLATE – Instant Messaging Use Policy.

Folder 7: Change Management
this folder focuses on change management, and once again has been designed in accordance with the process found within, the ITIL® v3 framework.  Begininning with a PowerPoint presentation, which explains the process requirements, this folder also includes many templates and plans to aid you in creating/ adapting and implementing policies and procedures within your organization.  This folder also includes another review document to assess the maturity of the change management processes, policies and procedures in your organization and point you in the right direction for improvement.

Folder 7- Documents:
– Change Management ITIL®V3 Presentation
– Business Justification document
– Reports, KPIs, other metrics
– CAB Meeting minutes
– Category Definition
– Change Schedule template
– Communication Plan
– Example Contents of Change Documentation
– Example Request for Change Workflow
– Implementation Plan_Project Plan
– Policies objectives scope
– CHG Review Doc

Folder 8: Managing Risk
this information focuses on risk management for Information Technology, specifically continuity management.  Once again, starting with two PowerPoint presentations, dealing with risk management, and in particular how to do this when managing projects.  There are lots of templates, assessments and plans to guide you through creating/adapting and implementing policies and procedures within your organization.

Folder 8 – Documents:
– Risk Management –  Project Management
– Risk Management –  Prince2
– Checklist on assignment of risk ownership
– Conducting a Risk Management Review
– CRAMM
– Generic Project Risk Assessment
– IT Risk Assessment Planning
– IT Risk assessment scoresheet
– Communication Plan
– E-Mail Text
– Business Impact Assessment
– Business Continuity Strategy
– Reciprocal Arrangements
– Emergency Response Plan
– Salvage Plan Template
– Management of Risk Framework M_O_R
– Risk Assessment and Control Form
– Risk Assessment Questionnaire
– Risk Management Framework
– Typical contents of a Recovery Plan

Folder 9 Travel and Expenses
The final folder concentrates on building policies for staff expenses, and allows you to assess whether your current expenses policy measures up.  There is practical advice on how to write a policy from scratch or to improve policies already in place.  There is an audit program to help you identify gaps and examples of working polcies and forms.

Folder 9 – Documents:
– A Guide to Expense Policies (UK FORMAT)
– Travel and Expense Policy Audit Program
– Example Expenses Policy – Staffordshire University
– Example Copy of Employee Reimbursement form

Order Here Risk-Free

Best Practices in IT Policies and Procedures Toolkit Handbook
(Original Price $349 – Special Rate from The Art of Service -Save $100) – Toolkit downloads immediately.

Price: $249

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ITIL V3 Foundation, June 5, By Aric Barton (Woodland Hills, CA)

I have had an interest for the past 6 months in getting my foundation certification. After doing some research I realized the ITIL® V3 Foundation Complete Certification Kit was exactly what I needed to get started. I am very please with the book and the online learning guide and would recommend to everyone.

Read more about ITIL® V3 Foundation, June 5, By Aric Barton (Woodland Hills, CA)

New ITIL Toolkits: OSA, Incident Management, and SO

Yes, we have produced an OSA Full Certification toolkit and it is for sale on our website HERE

TheIncident Management toolkit contains the following documents:
1.    Incident Management Objectives and Goals
2.    Policies objectives & scope document
3.    Communications: Rountine, Exceptions and Emergencies
4.    ITIL® V3 Incident Management Process Flow Diagram
5.    Incident Ticket Template
6.    Incident Category Definition Document
7.    Example Simple Priority Coding System
8.    Incident Management – Roles and Responsibilities
9.    Communication Plan
10.    Incident Management Reports KPI’s & other metrics
11.    Business Justification document
12.    Integrated ITSM Technology & Workflow Automated Escalation.

The difference between the OSA and SO toolkit is that OSA is role based and contains implementation templates for other activities and processes that are not part of the Service Operation lifecycle Phase.

The SO Full Certification toolkit contains:

58 images and mindmaps
12 Template processes/agreements
2 in-depth presentations
4 Excel Self Assessments
Toolkit Roadmap – Service Operation
Toolkit Introduction Presentation – Service Operation
Sourcing roles and responsibilities
Service Sourcing Structures
Service Operation ITIL® V3 Presentation
Service Operation Guide ITIL® V3
Service Desk Technology
Service Desk Outsourcing template
Service Desk – Roles and Responsibilities
Service Desk  Review Document
Service Desk-  Metrics
Problem Ticket Template
Problem Management Review Document
Problem & Known Error Category Definition
Outsourcing – Sourcing Strategy Presentation
Known Error Ticket Template
ITIL® V3 Incident Management Process Flow Diagram
ITIL® Service Operation Readiness Assessment
Incident Ticket Template
Incident Management Reports KPI’s & other metrics
Incident Management Objectives and Goals
Incident Management – Roles and Responsibilities
Incident Category Definition Document
Example Service Desk Project Plan
Example Outsourcing Contract template

J.Gill ITIL Certified, September 9, By J. Gill “Certified” (Charlotte, NC USA)

This guide helepd me pass the first time as promised. Using the book along with the online learning and practice exam really helped me prepare for the test. It made the test so easy!! I am purchasing the Service Operation exam guide by The Art of Service also, I have no doubt I will pass that too!!Thank You!

Read more about J.Gill ITIL® Certified, September 9, By J. Gill “Certified” (Charlotte, NC USA)

Excellent value, February 23, By M. Thompson (UK)

I purchased this book so I could study for the ITIL® V3 foundation at home after being made redundant. I found the combination of the study guide and online course really helped the concepts sink in. The format was easy to fit into my schedule, without having to block out 3 whole days for a formal course. Several comments say that this book is not enough, but I passed with an 87% score. If you are having to fund this qualification yourself, I would recommend you buy this book.

Read more about Excellent value, February 23, By M. Thompson (UK)

ITIL V3 Foundation Complete Certification Kit Study Guide, October 16, By Dennes G. Skaros

I purchased this book to supplement a course I am taking. This book and on-line course has helped as a very good addition to the class materials. ITIL® V3 Foundation Complete Certification Kit – Study Guide Book and Online Course

Read more about ITIL® V3 Foundation Complete Certification Kit Study Guide, October 16, By Dennes G. Skaros

Straight forward ITIL study guide plus, August 10, By Bear W. “IT Consultant” (Florida, USA)

ITIL® V3 Foundation Complete Certification Kit has proven to be a straight forward, no nonsense study guide. Well organized, and well illustrated, this guide book is well suited to prepare for the Foundation certification. The online course is a nice bonus to aide in reinforcing the material with practice questions for each section.The online course lacks some of the bells and whistles of other courses I have completed, such as showing progress and remembering where your are in the material from session to session.While I have not tested for the certification yet, I am optimistic and would give this material an 8 out of 10. I may revise that rating either direction after testing for certification, based on how relevant the practice exams were.

Read more about Straight forward ITIL® study guide plus, August 10, By Bear W. “IT Consultant” (Florida, USA)

ITIL Foundation Book, April 28, By Kiernan Annas

I was looking for a self-study guide to the ITIL® v3 Foundation test and chose this book.I was originally a bit concerned about the depth of the book – it didn’t seem like there was that much information. There are additional resources online, though, which helps.Also, the Foundation test is really more of an overview to the ITIL® concepts, so I came to realize that some of the more in-depth material will be covered the more you progress in the ITIL® certifications.Ultimately I was pleased as I used this to study and recently passed the Foundation exam.

Read more about ITIL® Foundation Book, April 28, By Kiernan Annas

ITIL V3 Foundation Guide, May 11, By Todd C. Thiel “Todd Thiel” (Appleton, Wisconsin)

This was a very good book that is geared toward making sure you know what you need to in order to pass the foundation exam. I felt the the web component (included for free) really brought the book to life and was an essential piece as well. I spent about 10 hours studying this book and taking the web classes, and passed the exam on the first try with 92%.

Read more about ITIL® V3 Foundation Guide, May 11, By Todd C. Thiel “Todd Thiel” (Appleton, Wisconsin)