ITIL Service Management Excellerator 1.10 details

The ITSM Excellerator provides tactical tools and deliverables to help accelerate ITIL based service support & delivery assessments, measurement activities and improvement initiatives. The ITSM Excellerator adds immediate value to IT organizations by providing pre-built best practice materials that assist technology professionals with rapid process improvement, increasing service quality and reducing technology costs. Specific guidance found in the ITSM Excellerator includes: - Process Excellence Master Program Plan - Process Excellence Program Awareness & Overview - Detailed Program Charter & Planning Criteria - Critical Success Factors & Key Performance Indicators - IT Services Environment Assessment & Action Matrix - Measurement Planning & Program Overview - Measurement Program Charter & Workbook - ITSM Metrics Library & Design Workbooks - Communications Planning & Stakeholder Workbooks Templates include specific examples and guidelines for accelerated deployment, including: - Over 400 supporting service improvement program tasks, milestones, Key Goal Indicators (KGIs) and detailed activity descriptions - Completed example measurement workbooks for ITIL Service Support processes; linked to IT objectives and business goals - Prioritized attention to IT service gaps using specific criteria, thresholds and weights - IT services environment criteria for evaluating maturity levels of documentation, communications, process integration, skills, staffing, controls and governance - Library of over 520 specific IT metrics representing Key Performance Indicators (KPIs) for all 10 ITIL service support & delivery processes - Value-based design templates to align IT measurement with business goals and objectives - Measurement mapping of trends, inputs, metrics types, formats, frequencies and ownership - IT Measurement key performance indicators for IT service accuracy, control, cost, efficiency, quality and timeliness ...and more!