Infrastructure & Operations - Blueprints

Define Service Desk Metrics That Matter

Deciding which service desk metrics to track and how to analyze them can be daunting. It is easy to fall into the trap of tracking too many metrics and getting lost in...

Improve Service Desk Ticket Queue Management

Taking time to strengthen your service desk fundamentals - including defining clear and efficient ticket queue management processes - will improve service delivery times,...

Create and Implement an IoT Strategy

The large volume of IoT devices and lack of insight into vendor solutions make it hard for IT and the business to manage the lifecycle and guarantee security protocols...
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Prepare for the Upgrade to Windows 11

Windows 11 is a step forward in endpoint security and functionality. Windows 10 is living on borrowed time, with a defined end of support date of Oct. 14, 2025....

Adding the Right Value: Building Cloud Brokerages That Enable

Increasingly, large institutions and governments are adopting cloud-first postures for delivering IT resources. Combined with the growth of cloud offerings that are able...

Drive Technology Adoption

Enormous amounts of IT budget are allocated to projects each year, but once the project is over, how do you manage the change and ensure the systems are being used?...

Transform Your Field Technical Support Services

With remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer...

Engineer Your Event Management Process

Reduce response times to solve (potential) incidents when system performance degrades. Build an event management practice where infrastructure and operations can rely on...
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Domino – Maintain, Commit to, or Vacate?

​Believe it or not, Domino and Notes are still options to consider when determining a migration strategy. With HCL still committed to the platform, there are options...

Implement a Transformative IVR Experience That Empowers Your Customers

IVR approaches are being reimagined across industries as the desire to improve the customer experience becomes a primary focus. Use this deck to learn the proper...
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