Infrastructure & Operations

Service Desk Case Study of Olmsted Medical Center

Over the years, 16 groups had emerged within Olmsted Medical Center that provided IT service desk support to employees, visitors, and patients. Info-Tech Research Group...

Application Packager

The application packager is responsible for developing, building, and supporting software application packaging for different deployments.

Consumer Technology SWOT Analysis and Tech Monitor Tool

Advancements in consumer technology can catch you off guard if you are not properly prepared. Evaluate emerging consumer technologies annually, and start managing...

Right-Sizing DRP Case Study of a State Government Agency

Increasing complexity within the environment, with competing priorities within the organization, made it challenging to create an actionable DRP or even to know where to...

DRP Workshop Summary for a Mid-Sized Insurance Company

The existing Business Continuity Plan lacked the specific details of a step-by-step incident response plan, and failed to account for all potential disaster scenarios. IT...

Service Desk SOP for a Public Sector Organization

Increasing staff and an organizational need to improve the maturity of the service desk meant IT had to rebuild its service desk to ensure all requests were handled...

Service Desk SOP for an Energy Company

With a new service desk tool coming in the following week, the organization wanted to formalize their service desk processes to ensure all requirements were met, and...

Standard Operating Procedures Workbook

Make SOPs work for you with visual documents that are easier to create and more effective for process management and optimization.

SOP Templates and Examples

Use flowcharts and checklists to create effective SOP documents.

Incident and Service Management Procedures – Service Desk Example

Use flowcharts and checklists to create effective SOP documents.
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