Document and Maintain Your Disaster Recovery Plan – Phases 1-3

This storyboard will help you adopt effective, usable, and maintainable visual-based documentation for your DRP.

Storyboard: Bridge the Gap between Service Management and Disaster Recovery

DRPs often focus on major events and don't adequately address less dramatic causes of service interruptions. Incorporate DR scenarios and timelines into service...

Storyboard: Outsource or Repatriate the Service Desk

Often, the service desk is dismissed as a tactical function that merely needs cost optimization. Done poorly, outsourcing can drive inefficiencies that outweigh any cost...

Build a Swarming Pilot Project – Phases 1-3

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...

Build a Swarming Pilot Project – Phase 1: Assess Readiness

This phase of the blueprint, Build a Swarming Pilot Project, will help you determine the organizational readiness for introducing swarming support.

Outsource the Service Desk – Phase 2: Build Outsourcing Strategy and RFP

This phase of the blueprint, build outsourcing strategy and RFP, will help you formulate a detailed strategy that includes roles, objectives, risks, and metrics by which...

Outsource the Service Desk – Phase 3: Execute and Manage the Transition

This phase of the blueprint, implement the Lean service desk plan, will help you implement a Lean service desk and sustain its development as the maturity of the process...

Standardize the Service Desk – Phase 2: Design Incident Management Processes

Develop the building blocks of the incident management process, including workflows, ticket handling guidelines, and ticket categorization, prioritization, and escalation...

Standardize the Service Desk – Phase 4: Plan the Implementation of the Service Desk

Now that basic service desk processes are built, review the performance of your existing ITSM tool, and plan for a replacement if necessary.

Build a Continual Improvement Plan for the Service Desk – Phases 1-3

This storyboard will help you design, build, and implement a continual improvement plan for the service desk.
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VL Methodology