Sample Communication Plan

This template will help clients develop a communication plan that guides stakeholders through the most important process changes they can expect as a result of the...

Knowledgebase Article Template

Use this template to create a searchable record of IT incidents that your incident management team has encountered. An accurate and comprehensive knowledgebase will allow...

Outsource the Service Desk

In organizations where technical support is viewed as non-strategic, many see outsourcing as a cost-effective solution. However, a complete turnover of the service desk...
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Outsource the Service Desk – Executive Brief

Read this executive brief to find out why you need to think beyond cost to design a successful outsourcing project.

Outsource the Service Desk – Phases 1-3

This storyboard will help you assess, strategize, and transition to an outsourced service desk.

Outsource the Service Desk – Phase 1: Assess Service Desk Maturity and Outsourcing Feasibility

This phase of the blueprint, assess service desk maturity and outsourcing feasibility, will help you determine if outsourcing is the right fit for your service desk.

Service Desk Process Maturity Assessment Tool

The purpose of the tool is to assess the overall health of a single service desk.

Outsource the Service Desk – Phase 2: Build Outsourcing Strategy and RFP

This phase of the blueprint, build outsourcing strategy and RFP, will help you formulate a detailed strategy that includes roles, objectives, risks, and metrics by which...

Service Desk Outsourcing Strategy Template

This template will allow you to create a comprehensive outsourcing strategy for your service desk.

Service Desk Outsourcing RFP Template

This template provides guidance for creating a detailed RFP for a service desk outsourcing project.
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VL Methodology