Operations - Solution Sets

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,...

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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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.

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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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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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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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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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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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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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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