Knowledge Manager

The Knowledge Manager's role is to collect, synthesize, organize, and manage corporate information and in support of business units across the enterprise.

Service Desk Maturity Assessment

The tool is designed to identify the gaps in your organization’s service desk operation. The assessment includes metrics, processes, and technology.

Service Desk Standard Operating Procedure

This template is designed to help service managers kick-start the standardization of service desk processes.

Knowledgebase Article Template

An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if...

Sample Communication Plan

When taking service desk initiatives, they should be communicated to affected stakeholders to create end-user buy-in and get support from management when improvements go live

Vendor Feedback Card

Use this tool to create a feedback scoring process that gives the vendor a chance to evaluate how your organization is facilitating or inhibiting the delivery of its...

Vendor Classification Tool

Use this tool to classify your top ten vendors as Commodity, Operational, Strategic, or Tactical (COST) in a 2x2 quadrant.

Modernize Your Microsoft Licensing for the Cloud Era

Understanding Microsoft’s licensing can be like learning a new language and, to add a twist, the rules of the language change from year to year. The push to the cloud has...
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Vendor Information Sheet

This template gives you a place to consolidate all your vendor information, including escalation chains, issues logs, transition in/out considerations, and TCO.

Vendor Management Program Plan

Use this template to document the inner workings of your VMO.
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VL Methodology