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This phase will discuss building blocks of incident management process, incident workflows, ticket handling guidelines, prioritization and escalation guidelines.
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Now that basic service desk processes are discussed, this phase will help you establish a clear service desk roadmap for each task, define timeline and ownership, and...
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This appendix to Document and Maintain Your Disaster Recovery Plan presents a sample DRP based on Info-Tech's engagements with our members.
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The 2018 ITSM Tool Market Trends breaks down developments in the world of enterprise service management to add additional perspective to Software Reviews.
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This phase of the blueprint, Increase Support of Tier 2 and Tier 3, will help you conduct a current-state assessment of ticket handling and collaboration, identify key...
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This storyboard will help you build a swarming pilot project to reconfigure service support to align with the DevOps and Agile approach to service while minimizing risk...
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This phase of the blueprint, Build a Swarming Pilot Project, will help you determine the organizational readiness for introducing swarming support.
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This phase of the blueprint, Build a Swarming Pilot Project,will help you build your pilot project plan, including defining the scope and key milestones.
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This phase of the blueprint, Build a Swarming Pilot Project,will help you define and build the swarming process for your pilot project, including ticket handling...
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This blueprint will help you implement a systems management solution to improve availability and visibility.
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