Infrastructure & Operations

DRP-BCP Review Workflow

Review your full DR and BC plans annually to identify changes that weren’t captured via day-to-day change management.

DRP Review Checklist

Review the full DR plan annually to identify changes that weren’t captured via day-to-day change management.

Deliver a Customer Service Training Program to Your IT Department Storyboard

This project includes advice for managers on how to successfully deliver training and how to embed the habits afterward. It also directs managers on how to use Info-Tech's...

Deliver a Customer Service Training Program to Your IT Department

Deliver a targeted customer service training program to your IT team to enhance their customer service skills when dealing with end users. Improve overall service delivery...

Customer Service Training for the Service Desk – Training Deck

Use this training deck to deliver customer service training to your IT service desk team.

Deliver a Customer Service Training Program to Your IT Department – Executive Brief

Read this executive brief to find out why you should deliver customer service training to your team, review Info-Tech’s methodology, and understand the four ways we can...

Customer Focus Competency Worksheet

Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer focus...

Cheat Sheet: Service Desk Written Communication

Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on communicating...

Cheat Sheet: Service Desk Communication

Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening and...

Service Desk Ticket Categorization Schemes

The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...

DRP-BCP Review Workflow Review your full DR and BC plans annually to identify changes that weren’t captured via day-to-day change management.
DRP Review Checklist Review the full DR plan annually to identify changes that weren’t captured via day-to-day change management.
Deliver a Customer Service Training Program to Your IT Department Storyboard This project includes advice for managers on how to successfully deliver training and how to embed the habits afterward. It also directs managers on how to use Info-Tech's...
Deliver a Customer Service Training Program to Your IT Department Deliver a targeted customer service training program to your IT team to enhance their customer service skills when dealing with end users. Improve overall service delivery...
Customer Service Training for the Service Desk – Training Deck Use this training deck to deliver customer service training to your IT service desk team.
Deliver a Customer Service Training Program to Your IT Department – Executive Brief Read this executive brief to find out why you should deliver customer service training to your team, review Info-Tech’s methodology, and understand the four ways we can...
Customer Focus Competency Worksheet Use this worksheet in conjunction with the Customer Service Training for the Service Desk training deck. Review the definition and proficiency levels of the customer focus...
Cheat Sheet: Service Desk Written Communication Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on communicating...
Cheat Sheet: Service Desk Communication Use this cheat sheet in conjunction with the Customer Service Training for the Service Desk training deck to review the key points covered in the training on listening and...
Service Desk Ticket Categorization Schemes The Ticket Categorization Scheme provides examples of ticket categories to organize the data in the service desk tool and produce reports that help managers manage the...

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