Case and Ticket Management Second Edition
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About this ebook
Is there a critical path to deliver Case and Ticket Management results? Have all basic functions of Case and Ticket Management been defined? Is Case and Ticket Management dependent on the successful delivery of a current project? Are there recognized Case and Ticket Management problems? What are our Case and Ticket Management Processes?
This premium Case and Ticket Management self-assessment will make you the credible Case and Ticket Management domain leader by revealing just what you need to know to be fluent and ready for any Case and Ticket Management challenge.
How do I reduce the effort in the Case and Ticket Management work to be done to get problems solved? How can I ensure that plans of action include every Case and Ticket Management task and that every Case and Ticket Management outcome is in place? How will I save time investigating strategic and tactical options and ensuring Case and Ticket Management costs are low? How can I deliver tailored Case and Ticket Management advice instantly with structured going-forward plans?
There’s no better guide through these mind-expanding questions than acclaimed best-selling author Gerard Blokdyk. Blokdyk ensures all Case and Ticket Management essentials are covered, from every angle: the Case and Ticket Management self-assessment shows succinctly and clearly that what needs to be clarified to organize the required activities and processes so that Case and Ticket Management outcomes are achieved.
Contains extensive criteria grounded in past and current successful projects and activities by experienced Case and Ticket Management practitioners. Their mastery, combined with the easy elegance of the self-assessment, provides its superior value to you in knowing how to ensure the outcome of any efforts in Case and Ticket Management are maximized with professional results.
Your purchase includes access details to the Case and Ticket Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows you exactly what to do next. Your exclusive instant access details can be found in your book. You will receive the following contents with New and Updated specific criteria:
- The latest quick edition of the book in PDF
- The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
- The Self-Assessment Excel Dashboard, and...
- Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
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Book preview
Case and Ticket Management Second Edition - Gerardus Blokdyk
About The Art of Service
The Art of Service, Business Process Architects since 2000, is dedicated to helping stakeholders achieve excellence.
Defining, designing, creating, and implementing a process to solve a stakeholders challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department.
Unless you’re talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions.
Someone capable of asking the right questions and step back and say, ‘What are we really trying to accomplish here? And is there a different way to look at it?’
With The Art of Service’s Standard Requirements Self-Assessments, we empower people who can do just that — whether their title is marketer, entrepreneur, manager, salesperson, consultant, Business Process Manager, executive assistant, IT Manager, CIO etc... —they are the people who rule the future. They are people who watch the process as it happens, and ask the right questions to make the process work better.
Contact us when you need any support with this Self-Assessment and any help with templates, blue-prints and examples of standard documents you might need:
http://theartofservice.com
service@theartofservice.com
Acknowledgments
This checklist was developed under the auspices of The Art of Service, chaired by Gerardus Blokdyk.
Representatives from several client companies participated in the preparation of this Self-Assessment.
Our deepest gratitude goes out to Matt Champagne, Ph.D. Surveys Expert, for his invaluable help and advise in structuring the Self Assessment.
In addition, we are thankful for the design and printing services provided.
Included Resources - how to access
Included with your purchase of the book is the Case and Ticket Management Self-Assessment Spreadsheet Dashboard which contains all questions and Self-Assessment areas and auto-generates insights, graphs, and project RACI planning - all with examples to get you started right away.
How? Simply send an email to
access@theartofservice.com
with this books’ title in the subject to get the Case and Ticket Management Self Assessment Tool right away.
You will receive the following contents with New and Updated specific criteria:
•The latest quick edition of the book in PDF
•The latest complete edition of the book in PDF, which criteria correspond to the criteria in...
•The Self-Assessment Excel Dashboard, and...
•Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation
•…plus an extra, special, resource that helps you with project managing.
INCLUDES LIFETIME SELF ASSESSMENT UPDATES
Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Get it now- you will be glad you did - do it now, before you forget.
Send an email to access@theartofservice.com with this books’ title in the subject to get the Case and Ticket Management Self Assessment Tool right away.
Your feedback is invaluable to us
If you recently bought this book, we would love to hear from you!
You can do this by writing a review on amazon (or the online store where you purchased this book) about your last purchase! As part of our continual service improvement process, we love to hear real client experiences and feedback.
How does it work?
To post a review on Amazon, just log in to your account and click on the Create Your Own Review button (under Customer Reviews) of the relevant product page. You can find examples of product reviews in Amazon. If you purchased from another online store, simply follow their procedures.
What happens when I submit my review?
Once you have submitted your review, send us an email at
review@theartofservice.com with the link to your review so we can properly thank you for your feedback.
Purpose of this Self-Assessment
This Self-Assessment has been developed to improve understanding of the requirements and elements of Case and Ticket Management, based on best practices and standards in business process architecture, design and quality management.
It is designed to allow for a rapid Self-Assessment to determine how closely existing management practices and procedures correspond to the elements of the Self-Assessment.
The criteria of requirements and elements of Case and Ticket Management have been rephrased in the format of a Self-Assessment questionnaire, with a seven-criterion scoring system, as explained in this document.
In this format, even with limited background knowledge of Case and Ticket Management, a manager can quickly review existing operations to determine how they measure up to the standards. This in turn can serve as the starting point of a ‘gap analysis’ to identify management tools or system elements that might usefully be implemented in the organization to help improve overall performance.
How to use the Self-Assessment
On the following pages are a series of questions to identify to what extent your Case and Ticket Management initiative is complete in comparison to the requirements set in standards.
To facilitate answering the questions, there is a space in front of each question to enter a score on a scale of ‘1’ to ‘5’.
1 Strongly Disagree
2 Disagree
3 Neutral
4 Agree
5 Strongly Agree
Read the question and rate it with the following in front of mind:
‘In my belief,
the answer to this question is clearly defined’.
There are two ways in which you can choose to interpret this statement;
1.how aware are you that the answer to the question is clearly defined
2.for more in-depth analysis you can choose to gather evidence and confirm the answer to the question. This obviously will take more time, most Self-Assessment users opt for the first way to interpret the question and dig deeper later on based on the outcome of the overall Self-Assessment.
A score of ‘1’ would mean that the answer is not clear at all, where a ‘5’ would mean the answer is crystal clear and defined. Leave emtpy when the question is not applicable or you don’t want to answer it, you can skip it without affecting your score. Write your score in the space provided.
After you have responded to all the appropriate statements in each section, compute your average score for that section, using the formula provided, and round to the nearest tenth. Then transfer to the corresponding spoke in the Case and Ticket Management Scorecard on the second next page of the Self-Assessment.
Your completed Case and Ticket Management Scorecard will give you a clear presentation of which Case and Ticket Management areas need attention.
Case and Ticket Management
Scorecard Example
Example of how the finalized Scorecard can look like:
Case and Ticket Management
Scorecard
Your Scores:
BEGINNING OF THE
SELF-ASSESSMENT:
Table of Contents
About The Art of Service8
Acknowledgments9
Included Resources - how to access9
Your feedback is invaluable to us11
Purpose of this Self-Assessment11
How to use the Self-Assessment12
Case and Ticket Management
Scorecard Example14
Case and Ticket Management
Scorecard15
BEGINNING OF THE
SELF-ASSESSMENT:16
CRITERION #1: RECOGNIZE17
CRITERION #2: DEFINE:24
CRITERION #3: MEASURE:35
CRITERION #4: ANALYZE:48
CRITERION #5: IMPROVE:57
CRITERION #6: CONTROL:69
CRITERION #7: SUSTAIN:80
Case and Ticket Management and Managing Projects, Criteria for Project Managers:105
1.0 Initiating Process Group: Case and Ticket Management106
1.1 Project Charter: Case and Ticket Management108
1.2 Stakeholder Register: Case and Ticket Management110
1.3 Stakeholder Analysis Matrix: Case and Ticket Management111
2.0 Planning Process Group: Case and Ticket Management113
2.1 Project Management Plan: Case and Ticket Management116
2.2 Scope Management Plan: Case and Ticket Management118
2.3 Requirements Management Plan: Case and Ticket Management120
2.4 Requirements Documentation: Case and Ticket Management122
2.5 Requirements Traceability Matrix: Case and Ticket Management124
2.6 Project Scope Statement: Case and Ticket Management126
2.7 Assumption and Constraint Log: Case and Ticket Management128
2.8 Work Breakdown Structure: Case and Ticket Management130
2.9 WBS Dictionary: Case and Ticket Management132
2.10 Schedule Management Plan: Case and Ticket Management134
2.11 Activity List: Case and Ticket Management136
2.12 Activity Attributes: Case and Ticket Management138
2.13 Milestone List: Case and Ticket Management140
2.14 Network Diagram: Case and Ticket Management142
2.15 Activity Resource Requirements: Case and Ticket Management144
2.16 Resource Breakdown Structure: Case and Ticket Management145
2.17 Activity Duration Estimates: Case and Ticket Management147
2.18 Duration Estimating Worksheet: Case and Ticket Management149
2.19 Project Schedule: Case and Ticket Management151
2.20 Cost Management Plan: