ITIL Service Management Excellerator 1.10

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!

Requirements: Microsoft Office, Adobe Reader