Operations - Solution Sets

Discover the Hidden Costs of Outsourcing

Business and IT leaders have come under increasing pressure to cut costs, in part due to hype surrounding the cost-cutting potential of outsourcing.

Bridge the Gap between Service Management & Disaster Recovery

If a tornado destroys your data center, that's an obvious DR scenario. However, the vast majority of extended service interruptions are caused by relatively minor events,...

Implement Systems Management to Improve Availability and Visibility

This blueprint will help you implement a systems management solution to improve availability and visibility.
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Reduce Costly Downtime Through DR Testing

DR solutions cannot be trusted to function in a real disaster until it has been tested. Using a proper validation strategy through cyclical DR testing is the only way to...
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Prepare for a DRP Audit

Avoid audit chaos by focusing your efforts on creating a concise and usable DRP that meets the needs of your IT team as well as the auditor.
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Improve IT-Business Alignment Through an Internal SLA

​The business is rarely satisfied with current service levels. However this dissatisfaction is often based on perception. Without an internal SLA that effectively tracks...
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Build a Continual Improvement Plan for the Service Desk

Even mature service desks must contend with changing business priorities to sustain operational excellence over time. Build a continual improvement plan for the service...
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Adopt Lean IT to Streamline the Service Desk

Service desk managers are challenged to achieve the high levels of end-user satisfaction and productivity the business needs, and the cost-effective customer service it...
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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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