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...

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...

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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Discover the Secrets of ITSM Licensing

Evaluating your desired ITSM vendor and negotiating the software agreement can be daunting. Vendors do this for a living, so it’s important that you come to the table...

Extend the Service Desk to the Enterprise

Extending the service desk to business units beyond IT to other customer-facing business units can not only boost the performance of the department and improve end-user...
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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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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...

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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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.

Increase Support of Tier 2 and Tier 3

The shift-left strategy alone is not enough to get buy-in from tiers 2 and 3 technicians to adopt process changes. This project will give infrastructure managers the...
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