The IT Service Strategy TOOLKIT

Sometimes IT service and support is a challenge. That's when you need to fast track.

About the Toolkit

Learn How to Deliver Value Added IT With the Service Strategy Process

The IT Service Strategy Toolkit combines "how-to" learning with "take action" tools, teaching you how to manage the IT service function using the service strategy process. The "service strategy process" is a strategic approach to organizing and operating the internal IT department. The goals are simple... to deliver services and projects in a common sense manner, to align business and technology, and realize maximum value, acceptance, and utilization - all at the lowest overhead costs.

What can you expect to learn...?

  • How to deliver value-added IT services using the 'service strategy process'.
  • How to organize your IT department and set a realistic service delivery mission.
  • How to develop IT management policies and service level agreements.
  • How to improve end-user service satisfaction through the creation of an IT/End-User Partnership.
  • How to take a proactive approach to technology management problem solving.
  • How to gather, analyze and utilize end-user feedback using the IT Service Review.
  • How to produce service strategy documents and reports, including the IT Vision Statement and more.
  • Once you sign up, you get lifetime access to all Toolkit contents and materials, including all future updates at no additional charge.

Start for Free!

Not sure if this course is right for you? You can find out with a free enrollment in the Service Strategy Starter Course.

The Starter Course gives you instant, unrestricted access to selected contents of the full Service Strategy Toolkit, so you can kick the tires before you commit.  No credit card is required to enroll. You can go through the Starter Course at your pace, and sign up for the full Toolkit when you're ready.

Enroll in the Starter Course Starter Course Details

Toolkit Contents

Welcome to the Toolkit

  • Welcome Message
  • The Big Picture Video Part 1: What is Fast Track Management?
  • The Big Picture Video Part 2: Introducing the Service Strategy Process
  • The Big Picture Process Diagram (PDF)

Chapter 1 Introducing the Strategy

  • Quick Start Video
  • Lesson 1 - IT Management Basics (PDF)
  • Lesson 2 - The IT Management Vision (PDF)
  • Lesson 3 - Vision Risks and Constraints (PDF)
  • Lesson 4 - Vision Management Skills (PDF)

Chapter 2 Creating the Strategy

  • Lesson 1: Using "Define, Align, Approve" (PDF)
  • Lesson 2: IT Management Stakeholders (PDF)
  • Lesson 3: The IT Service Portfolio (PDF)
  • Lesson 4: IT Vision Statements (PDF)
  • Lesson 5: IT Service Level Agreements (PDF)
  • Lesson 6: IT Policy Making (PDF)
  • Lesson 7: Decision Making Strategies (PDF)
  • Lesson 8: Return On Investment (PDF)

Chapter 3 Promoting the Strategy

  • Lesson 1: The IT / End-User Partnership (PDF)
  • Lesson 2: End-User Roles in IT Projects (PDF)
  • Lesson 3: Customer Service Strategies (PDF)

Chapter 4 Sustaining the Strategy

  • Lesson 1: The Value of Standards in IT (PDF)
  • Lesson 2: The Manage by Process Framework (PDF)
  • Lesson 3: Project Management in IT (PDF)
  • Lesson 4: Problem Management in IT (PDF)
  • Lesson 5: The IT Service Review (PDF)
  • Interact: Service Strategy Stages Quiz

Chapter 5 Service Review Practices

  • Lesson 1: Service Review Process Standards (PDF)
  • Lesson 2: Service Review Process Triggers (PDF)
  • Lesson 3: Service Review Size & Scope (PDF)
  • Lesson 4: Service Review Stakeholders (PDF)
  • Lesson 5: Service Review Steps & Activities (PDF)

Chapter 6 Service Review Deliverables

  • Lesson 1: What is a Service Review Deliverable? (PDF)
  • Lesson 2: The Planning Deliverables (PDF)
  • Lesson 3: The Data Collection Deliverables (PDF)
  • Lesson 4: The Data Reporting Deliverables (PDF)
  • Lesson 5: The Data Analysis Deliverables (PDF)
  • Lesson 6: Service Review Lessons Learned (PDF)

Reference for Strategy Introduction

  • Creating the Strategy - Concepts Diagrams
  • Infographic: Step by Step to a Service Strategy
  • Infographic: Managing IT With a Strategic Vision
  • Vision Skills Assessment Tips
  • Vision Skills Assessment Quiz

Reference for Strategy Creation

  • Service Strategy Steering Committees (Charter Template)
  • Infographic: The Keys to Sound IT Policy
  • Disaster Recovery Policy Planning (PDF)
  • IT Asset Management Policy Planning (PDF)
  • Policy Template: Disaster Recovery Plan (Word Format)
  • Policy Template: Multi-Purpose for IT Management Policy

The Service Strategy Tools and Templates

  • Template Instructions (PDF)
  • Spreadsheet Instructions (PDF)
  • Reference: Survey Statement Examples (PDF)
  • The IT Vision Statement Template (Word Format)
  • The IT Service Review Process Plan (Word Format)
  • The Service Review Survey Template (Excel Format)
  • The Survey Results Template (Excel Format)
  • The Service Review Analysis Template (Word Format)


  • Terms of Use
  • Privacy Policy

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