Small Enterprise Resources

Build a Right-Sized Service Desk for Small Enterprise – Executive Brief

The service desk is the cornerstone of end-user satisfaction. This project will help small enterprise IT leaders put in place light processes to improve the effectiveness...

Build a Right-Sized Service Desk for Small Enterprise – Phases 1-3

The service desk is the backbone of IT. Leverage Info-Tech’s research to develop a strategic plan that improves service desk cost to serve, time to resolution, and...

Build a Right-Sized Service Desk for Small Enterprise – Phase 1: Assess the Current State of the Service Desk

Leverage Info-Tech's research to identify service challenges, conduct a current state assessment, and collect stakeholder feedback to align corporate and IT strategy and...

Build a Right-Sized Service Desk for Small Enterprise – Phase 2: Design and Build a Right-Sized Service Desk for SE

Leverage Info-Tech's research to define your service desk structure and roles, select key reporting metrics, create a ticket classification scheme, and design your...

Service Desk Ticket Classification and Dashboard Tool

This tool is designed to help you classify and analyze closed service desk tickets. Use the information to analyze your classification scheme and make the case for a...

Build a Right-Sized Service Desk for Small Enterprise – Phase 3: Communicate and Teach Service Desk Best Practices

Leverage Info-Tech's research to build a basic knowledgebase, increase IT’s service desk skillsets, and communicate changes with end users.

IT Service Management Demo Script Template

Use this demonstration script to provide service desk solution vendors with a consistent set of instructions, ensuring an objective comparison of product features.

Portfolio Monitoring Process Guide

Portfolio monitoring is concerned with regular visibility into the total set of projects underway across the organization. This document is designed to take managers...

Capture Basic Project Information Template

Use this template to document basic project information. Create it at the start of the project, when key elements are defined and submitted for approval.

Purchase Recommendation Template

The purpose of this template is to provide a framework for developing a recommendation report that will be presented to the enterprise’s executive.
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