Operations - Solution Sets

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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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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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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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...

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...

10 Secrets for Successful Disaster Recovery in the Cloud

Disaster recovery (DR) is a great use case for kick starting your cloud adoption efforts. Cloud DR can also help you to optimize the on-demand pricing model by storing...

Select the Optimal Disaster Recovery Deployment Model

Developing disaster recovery is a crucial function of the IT department, and infrastructure managers are tasked with executing the plan. While the majority of...
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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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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...

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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