Operations - Solution Sets

Build an ITSM Tool Implementation Plan

Project managers often underestimate the complexity of an ITSM solution, or rely heavily on professional services to organize the implementation. A detailed...
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Outsource the Service Desk

In organizations where technical support is viewed as non-strategic, many see outsourcing as a cost-effective solution. However, a complete turnover of the service desk...
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Create Visual SOP Documents that Drive Process Optimization, Not Just Peace of Mind

Though the benefits are widely understood, many organizations don't have SOPs and those that do don't maintain them. Adopt an approach to drive process improvement,...
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Optimize the DRP for Business-Critical Analytics

Analytics presents difficult challenges for DR planning. Source data continues to grow, increasing backup and restore costs, and the criticality of analytics is often not...
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Build a Service Desk Consolidation Strategy

Organizations that have acquired more than one service desk through mergers or natural growth are likely to struggle with a lack of agility, high operating costs, and low...
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Negotiate SaaS Agreements That Are Built to Last

Review your SaaS contracts to leverage your unique position during negotiations and find substantial cost savings.
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Master Contract Review and Negotiation for Software Agreements

Review your software contracts to leverage your unique position during negotiations and find substantial cost savings.
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Vendor Landscape: Enterprise Service Desk Software

The enterprise service desk tool market provides powerful functionality and advanced features suitable for large, complex IT environments.
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Vendor Landscape: Mid-Market Service Desk Software

The mid-market service desk tool market provides customizable functionality and advanced features suitable for the diverse, growth-focused mid-market space.
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Document and Maintain Your Disaster Recovery Plan

The traditional DRP “red binder” is dead. It takes too long to create, it’s too hard to maintain, and it’s not usable in a crisis.
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