Infrastructure & Operations

Build a Swarming Pilot Project

While the tiered approach to service support works in some organizations, for many others it results in debilitating silos, a breakdown in communication, and a lack of...

Improve Service Desk Ticket Intake – Phase 3: Define Next Steps

This phase of the blueprint, Improve Service Desk Ticket Intake, will help you streamline your ticket intake process and prioritize opportunities for improvements.

Harness Configuration Management Superpowers – Phases 1-3

This storyboard will help you develop superhero-like knowledge of your IT service assets.

Practical, Right-Sized BCP Case Study: Recovery Workflow

Recovery Workflow for Practical, Right-Sized BCP Case Study

XMPL Data Center and Network Diagrams

This document contains XMPL Medical's network topology diagrams.

Critical Incident Management SOP

Use this template to record the key details required for effective critical incident management, including a list of critical IT services, a list of key upper tier...

Industry-Specific BIA Guidelines

Incorporate industry-specific considerations to customize how you assess business impact to define appropriate RTOs and RPOs.

Develop Infrastructure & Operations Policies and Procedures – Executive Brief

Read our concise Executive Brief to find out why you should change your approach to developing Infrastructure & Operations policies and procedures, review Info-Tech’s...

Increase Support of Tier 2 and Tier 3

The shift-left strategy alone is not enough to get buy-in from tiers 2 and 3 technicians to adopt process changes. This project will give infrastructure managers the...

BCP Summary

Summarize your organization's continuity capabilities and objectives in one easy-to-consume document.
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