OPERATE
An operating model you can publish
Purpose, priorities, principles, accountabilities and decision thresholds, with a one-page canvas for the leadership working session.
IT LEADERSHIPAVAILABLE
ITIL Leadership Toolkit
A leadership system for IT service management
Practical leadership systems for running, governing and improving modern IT service management.
- DOCUMENTS
- 17DOCUMENTS
- SHEETS
- 16SHEETS
- SLIDES
- 24SLIDES
OVERVIEW
Why it exists.
Most IT functions run their practices well enough and still struggle to lead: priorities drift, the same issues return to every meeting, measures are reported but not acted on, and the executive team hears about problems late.
This toolkit gives IT leaders the system around the practices: an operating model with clear decision rights, a small set of governance forums with one shared record, KPIs and XLAs with thresholds that trigger action, review packs for every recurring conversation, and a disciplined way to choose and prove improvements.
FEATURES
Built for the people who run the service.
MEASURE
KPIs and XLAs that trigger action
Twenty-four KPIs and eight experience indicators defined, with targets, red thresholds, RAG status and trend calculated in the workbook.
GOVERN
Six forums, one record
Terms of reference, a four-level escalation matrix and a RACI, with every forum writing to the same decision log, action tracker and RAID log.
REVIEW
A pack for every conversation
Weekly operational review, monthly service review, executive IT report, and major incident, problem, change and supplier governance reviews.
IMPROVE
Improvement you can prove
A scored CSI register, a sixteen-capability maturity assessment, a roadmap and a 30/60/90 day plan that turn gaps into owned work.
PRESENT
An executive deck that asks for decisions
Twenty-four slides from headline to roadmap, with native charts and speaker notes on every slide explaining what it is for and how it fails.
WHO IT IS FOR
Written for the people who lead IT.
Heads of IT and IT Directors
An operating model, governance calendar and executive report that make the IT function visible, accountable and easier to fund.
IT and Service Delivery Managers
Review packs, a KPI framework and a dashboard that turn the monthly service review into decisions rather than commentary.
Service Desk Managers
Experience measures, escalation triggers and improvement scoring that connect what users feel to what leaders decide.
Technology Leaders and CIOs
A consistent way to see performance, risk and improvement across the IT estate, and to ask for decisions with evidence.
GALLERY
A closer look.
WHAT’S INCLUDED
8 files, one download.
- PPTX
Executive Deck
The 24-slide executive deck in 16:9: headline, priorities, governance, dashboard, KPIs, incidents, suppliers, risks, decisions and roadmap, with speaker notes.
- XLSX
Leadership Workbook
Sixteen linked sheets: dashboard, KPI and XLA registers, CSI register, RAID, decision log, action tracker, RACI, suppliers, maturity and plans.
- DOCX · PDF
Operating Model and Governance
Leadership operating model, governance and escalation framework, and stakeholder engagement plan.
- DOCX · PDF
KPI and XLA Framework
Measurement principles, thresholds and a dictionary of twenty-four KPIs and eight XLAs.
- DOCX · PDF
Review and Reporting Packs
Operational, service and executive reports, and major incident, problem, change and supplier governance reviews.
- DOCX · PDF
Improvement and Planning
Continual improvement guide, roadmap and 30/60/90 day plan, and the leadership maturity assessment.
- PDF
Quick Start and Implementation
The first two weeks, the adoption sequence, the governance calendar and the leadership meeting agenda and minutes.
- PDF
Licence and Notices
Organisation-wide licence agreement and the trade mark and independence notice.
FAQ
Before you buy.
Seventeen leadership documents, each as an editable Word file and a designed PDF; a sixteen-sheet leadership workbook; a twenty-four slide executive deck as PowerPoint and PDF; slide previews; and the licence.
REVIEWS
Newly released.
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Lead the service with the record already kept.
ITIL Leadership Toolkit — a leadership system for IT service management.