Storyboard: Outsource or Repatriate the Service Desk

Often, the service desk is dismissed as a tactical function that merely needs cost optimization. Done poorly, outsourcing can drive inefficiencies that outweigh any cost...

Modernize Your Microsoft Licensing for the Cloud Era – Phases 1-4

This storyboard will help you build a strategy for your Microsoft licensing renewal from conducting a thorough needs assessment to examining your licensing position,...

Storyboard: Acquire the Right Hires with Effective Interviewing

Effectively interviewing candidates to hire the best people should be a top priority for every organization. Use this Storyboard to acquire the right hire by developing a...

Storyboard: Build Successful Teams

For an organization to successfully obtain the benefits of working in teams, it must effectively transition through the four phases of the team lifecycle: Forming,...

Storyboard: Outsource IT Infrastructure to Improve System Availability, Reliability, and Recovery

The question is no longer about whether to outsource, but when to outsource. Use this blueprint to help you plan and execute your outsourcing journey and avoid common...

Storyboard: Terminate the IT Infrastructure Outsourcing Relationship

This blueprint will guide you through the process of determining whether you should terminate your outsourcing agreement, developing an action plan, and executing the move.

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...

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.
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