The IT Service Review Toolkit
The IT Service Review Toolkit is an all-in-one solution for IT service review execution, analysis and service improvement planning. It's all based on our own "manage by process" methodology, to deliver fast, effective results. You can use the Toolkit to evaluate your existing service portfolio in whole or part, whether you are responsible for technical support, Help Desk, training, technology consulting, projects, break/fix maintenance, systems administration, or other related service obligations.
It all Begins with the Toolkit Manuals
The Service Review Toolkit gives you everything you need to make service reviews happen. It all begins with more than 150+ pages of "how-to" process documentation in the Toolkit Planning Guide and Instruction Manual, covering multiple topics, issues and executable steps:
You get a complete discussion of IT service and service review issues: IT Service Portfolios, Fighting the Perceptions Battle, Service Expectations Gaps, Measuring End-User Satisfaction, and Service Review Triggers.
You get a procedural roadmap for service review planning and execution: Setting goals and objectives; assigning roles and responsibilities; developing survey content; planning the survey process; analyzing end-user feedback, producing service review deliverables, and identifying "service improvement" lessons learned.
Measure End-User Satisfaction with Multi-Purpose Surveys
The documented "satisfaction survey" is the primary means used to solicit and receive useable feedback relating to end-user satisfaction with IT services. To fill this need, the IT Service Review Toolkit contains the "Satisfaction Survey Form" provided in PDF format for easy "fill-in" functionality.
This survey form utilizes a "statements" based format, where feedback queries are posed as declarative statements (as in this example: "Problem response is consistently provided in a sufficiently timely manner."), and the end-user selects the appropriate response indicating the extent to which he/she agrees or disagrees with each statement.
Statements based surveys offer multiple advantages: The survey statements posed are directly tied to service goals (and the Planning Guide provides more than 150+ sample statements) so that feedback can be measured against those benchmarks. Survey statements can be selected to evaluate multiple service elements or targeted to specific service deliverables and/or issues.
Prepare and Produce Key Service Review Deliverables
Relevant, actionable feedback is the key to service review success, but to provide tangible value, that feedback must ultimately be analyzed and acted upon. That's why the IT Service Review Toolkit goes beyond the mechanics of survey processing to show you how to analyze related feedback and draw actionable "lessons learned" conclusions.
To ensure that every service review starts off on the right track, the Service Review Toolkit contains the "Process Plan Workbook", consisting of multiple Excel spreadsheets pre-formatted for fast, easy "process planning" (tasks, scheduling, assignments and status tracking).
Once end-user feedback has been collected and analyzed, resulting conclusions must be documented and communicated. To fill these needs, the Toolkit also contains the Lessons Learned Document and Slide Show Templates, to record and share survey results and related analysis. And, as the final step, the Customer Service Action Plan form is provided to document and approve resulting service improvement initiatives. In all, the Service Review Toolkit is a complete solution for service review success.
Toolkit Technical Requirements: Adobe Acrobat or Acrobat Reader 9.0 or higher; Microsoft Office Word, Excel and PowerPoint 2007 or higher.
Act now to add the Service Review Toolkit to your IT management "bag of tricks" for just $89. It's an exceptional value as both an educational resource and a complete, "ready-to-review-IT" roadmap. Get your copy today and get started on the road to end-user satisfaction.
The IT Service Review Toolkit is published and produced by Right Track Associates, Inc., proprietors of ITtoolkit.com since 2001. The Toolkit is available for immediate download. We offer secure payment processing and your purchase is backed by our 30 Day no-risk, money back guarantee. Order Information FAQ