Infrastructure & Operations - Storyboard

Harness Configuration Management Superpowers – Phase 1: Plan Your Configuration Model

This phase of the blueprint, Harness Configuration Management Superpowers, will help you assemble a team of people under the helm of the super configuration manager.

Harness Configuration Management Superpowers – Phase 2: Design Your CMS and CMDB

This phase of the blueprint, Harness Configuration Management Superpowers, will help you identify a structure for the CMDB and develop an achievable, realistic plan for...

10 Secrets for Successful Disaster Recovery in the Cloud – Storyboard

This storyboard provides you with the 10 secrets for success in cloud-based DR deployment.

Standardize the Service Desk – Phases 1-4

Use this project blueprint to build and improve essential service desk processes, including incident management, request fulfillment, and knowledge management.

Standardize the Service Desk – Phase 1: Conduct Gap Analysis

Conduct current-state assessment, review shift-left service support strategy, identify operations metrics, benchmarks, and reports, and review ticket handling procedures.

Standardize the Service Desk – Phase 2: Design Incident Management Processes

Develop the building blocks of the incident management process, including workflows, ticket handling guidelines, and ticket categorization, prioritization, and escalation...

Standardize the Service Desk – Phase 3: Design Request Fulfilment Processes

Develop the building blocks of a modern request fulfilment process, including service request workflows, the high-level planning for a service catalog, and a web portal...

Standardize the Service Desk – Phase 4: Plan the Implementation of the Service Desk

Now that basic service desk processes are built, review the performance of your existing ITSM tool, and plan for a replacement if necessary.

Establish a Communication and Collaboration System Strategy – Phase 1: Create a Shared Vision on the Future of Communication and Collaboration

This phase of the blueprint, Establish a Communication and Collaboration System Strategy, will help you to understand common pain points and to develop an approach to...

Establish a Communication and Collaboration System Strategy – Phase 2: Map a Path Forward

This phase of the blueprint, Establish a Communication and Collaboration System Strategy, will help you create a path forward.
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