Infrastructure & Operations

Vendor Briefing: Zoho Workplace

On September 4, 2020, Info-Tech briefed with Zoho about current and upcoming features of Zoho Workplace, a global enterprise collaboration platform. Organizations,...

Cisco Introduces Webex Classrooms and the Webex Control Hub

On September 1, 2020, Info-Tech briefed with Cisco about current and upcoming features of its Unified Webex app for September. Significant changes include the introduction...

Incident Management Workflow

Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.

Optimize the Service Desk With a Shift-Left Strategy – Phase 3: Implement & Communicate

This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.

Self-Service Resolution Workflow

Use this template to document the process through which users will interact with the self-service portal to resolve their issue.

Self-Service Portal Checklist

Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.

Knowledge Management Workflows

Use this template to document service desk process workflows for knowledge creation, usage, and review.

Shift-Left Action Plan

Use this tool to track and prioritize opportunities and tasks to be completed as part of the shift-left initiative.

Optimize the Service Desk With a Shift-Left Strategy – Phase 2: Design Shift Left Model

This is phase 2 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.

Shift-Left Stakeholder Buy-In Presentation

Use this template to build the business case and get everyone on board with the shift-left optimization initiative.

Vendor Briefing: Zoho Workplace On September 4, 2020, Info-Tech briefed with Zoho about current and upcoming features of Zoho Workplace, a global enterprise collaboration platform. Organizations,...
Cisco Introduces Webex Classrooms and the Webex Control Hub On September 1, 2020, Info-Tech briefed with Cisco about current and upcoming features of its Unified Webex app for September. Significant changes include the introduction...
Incident Management Workflow Use this template to document the incident management process workflow and identify where opportunities for shift left exist in the process.
Optimize the Service Desk With a Shift-Left Strategy – Phase 3: Implement & Communicate This is phase 3 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
Self-Service Resolution Workflow Use this template to document the process through which users will interact with the self-service portal to resolve their issue.
Self-Service Portal Checklist Use this checklist as a self-evaluation of features and criteria to optimize the self-service portal to enable a shift left strategy.
Knowledge Management Workflows Use this template to document service desk process workflows for knowledge creation, usage, and review.
Shift-Left Action Plan Use this tool to track and prioritize opportunities and tasks to be completed as part of the shift-left initiative.
Optimize the Service Desk With a Shift-Left Strategy – Phase 2: Design Shift Left Model This is phase 2 of the Optimize the Service Desk With a Shift-Left Strategy blueprint.
Shift-Left Stakeholder Buy-In Presentation Use this template to build the business case and get everyone on board with the shift-left optimization initiative.

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