Even the best designed processes and systems will only be effective if carried out by people with higher engagement. Engagement is the moderator between the design and the execution of the service excellence model. Service Quality includes strategies, processes and performance management systems. The strategy and process design are fundamental to the design of the overall service management model.
Helping the client fulfil their mission and supporting them in the pursuit of their organizational purpose, must be the foundation of any service provider partnership.
Customer Experience includes elements of customer intelligence, account management and continuous improvements. Perception is king and constantly evaluating how both customer and end-user perceive service delivery is important for continuous collaboration.
Successful service delivery works on the basis that the customer is a part of the creation and delivery of the service and then designs processes built on that philosophy — this is called co-creation.
The Service Delivery Model template will primarily be useful for companies that provide various services. You will be able to build your Service Delivery Model using the slides from this template.
If necessary, you can change the color and size of the blocks according to your requirements. Startups can also use this template. You can imagine the structure of your future services. Company directors can use this template when designing their company development strategy.
Logistics managers can present their plan for improving the supply, processing and storage of orders in the warehouse. Also, this template will be useful for team leaders when discussing user requirements for a future software product. The slides of this template can be used by public welfare services. The Service Delivery Model template will be a worthy addition to your collection of professional presentations.
You're just one step away from accessing our beautiful PowerPoint templates. File size: Fonts: Lato Black, Calibri. Product details Running a successful service company should be synonymous with delivering excelling service. Related Products. You can also use this template to create operational-level agreements and underpinning contracts with third parties.
ITIL capacity management ensures the current service and infrastructure capacity can support the delivery of services based on agreed-upon service-level targets.
In addition, you can use capacity planning to calculate the additional resources necessary to support future growth.
This template provides the information most commonly used when planning for future capacity. Service availability focuses on measuring the reliability of IT services. Use this template to easily calculate and report on the percentage of time your IT services are available to customers. IT service continuity management focuses on how to restore one or more IT services to ensure that a business can continue to operate.
The IT service continuity plan is the formal strategy for restoring services in case the continuity of IT services is compromised. Use this template as a starting point for documenting procedures to follow if your business needs to recover critical IT services.
The goal of supplier management is to ensure that all suppliers meet contract commitments and support the needs of a business. Use this template to manage all IT service providers and contracts. Excel Smartsheet. The service catalog is a curated collection of all IT services, including information such as service status and service dependencies. This template aids in creating the list of IT services and the information that proves useful to IT customers and business stakeholders. The goal of ITIL service transition practices is to ensure that IT service deployment and the changes to those services take place in a smooth, coordinated manner.
Below, you will find templates for a change request, service asset and configuration management, release management, and project management.
A change request is standard documentation in change management , and may include information on the person requesting the change, the change being requested, evaluation details, and the resolution. You can use this form to initiate a change control process and document the lifecycle of change requests and the request fulfillment process. You can modify this change request template to include the details needed for your specific change process.
The goal of service asset and configuration management is to plan and manage assets and configuration items that a business uses across all its departments. This template helps to capture the configuration item details essential to supporting ITIL practices.
The goal of ITIL release and deployment management is to manage the planning, scheduling, building, testing, and deployment of releases with minimal impact to existing IT services. Use this template to manage a simple release. Excel Word PDF. ITIL project management is focused on coordinating service transition practices in order to avoid or resolve conflicts.
This template will help you plan, track, and visualize your project with an interactive timeline. ITIL service operation practices focus on the day-to-day tasks and practices that take place to deliver IT services to business customers. In this section, you will find incident management, problem management, and event management templates. This template is intended to guide incident management practice owners and stakeholders through a major incident postmortem review.
The ITIL problem record template guides you through the data most commonly collected when an IT problem occurs, including root cause, associated incidents, and corrective actions. Problem management focuses on identifying problems quickly, providing end-to-end management, and diagnosing the underlying root cause in order to prevent problems from reoccurring.
Root cause analysis is the analysis or systematic investigation you perform to identify the fundamental cause of a problem. There are various techniques you can use to perform root cause analysis. Depending on the problem, you can use techniques on an individual basis or in conjunction with one another.
Here are some of the techniques professionals use to perform root cause analysis:. Use this simple root cause analysis template to examine and analyze the root cause of IT problems. You can find templates for several of the above mentioned approaches here and here , as well as additional decision making techniques. Of the many events that can arise, some may be problematic, while others are simply part of normal operations.
The goal of event management is to analyze events to determine if any action should be taken. Use the event management record template to help you ascertain which data you should collect for each event.
The goal of ITIL continual service improvement CSI is to analyze data, such as critical success factors and key performance indicators, in order to detect opportunities for improvement across all IT practices and services. Use this gap analysis template to review services and practices, identify where they fall short, and plan for how to improve or update them.
This template includes an area to describe the practice or service, note the owner, and state the current and desired results.
Use action items and target date areas to start developing a plan to make improvements. The organization of people is an important part of the ITIL framework. Within an organization, you must define roles and teams in order to manage practices and ensure quality service delivery. It is not uncommon for one person to wear multiple hats. For example, an incident manager may also be the problem manager. You can use the following template to indicate roles and associated responsibilities.
A business case helps stakeholders understand what it is that you want to do and how it benefits the business. Use this template to present a clear and comprehensive business plan for your ITIL initiative or development or change to an IT service.
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