Operations - Solution Sets

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...

M&A Runbook for Infrastructure and Operations

Infrastructure and Operations is crucial to the success of any IT integration for a significant merger or acquisition, yet it is often left to a last-minute scramble....
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Improve Service Desk Ticket Intake

Adopt a continual service improvement mindset and make gradual changes to ticket intake. Focusing on a small number of improvements each quarter will allow you to...
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Build a Service Support Strategy

As organizations become more technologically complex, service desks are becoming highly skilled business technology service hubs. Articulating a clear service support...
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Respond Effectively to COVID-19

COVID-19, a strand of coronavirus, has emerged as a significant risk to the personal wellbeing of employees and operational success of organizations. Currently, the risk...

Develop a COVID-19 Pandemic Response Plan

COVID-19 has been declared a pandemic. IT departments must do their part to develop a pandemic response plan.

Reinforce End-User Security Awareness During Your COVID-19 Response

With the COVID-19 pandemic forcing many businesses to start operating remotely, security is often the first to suffer. Start a training program for employees on how to...

Execute an Emergency Remote Work Plan

This blueprint offers guidance, tools, and templates to ensure that if an emergency hits your organization, forcing your employees to work remotely, you can effectively...

First 30 Days Pandemic Response Plan

The COVID-19 pandemic isn’t your usual crisis – it has an indeterminate duration and a global scope. In today’s VUCA (volatile, uncertain, complex, ambiguous)...
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Prepare Your Organization to Successfully Embrace the “New Normal”

Many of the organizational changes wrought by COVID-19 are here to stay: enact a plan to adapt to them successfully.
Visit our COVID-19 Resource Center and our Cost Management Center
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