Deliver a Customer Service Training Program to Your IT Department – Storyboard

This project includes advice for managers on how to successfully deliver training and how to embed the habits afterward. It also directs managers on how to use...

Service Desk Future Trends Storyboard

Read through this mini-blueprint to learn the impact of the COVID-19 pandemic on service desk operations and the key initiatives to facilitate help desk agent work and...

Standardize the Service Desk – Phases 1-4

Use this project blueprint to build and improve essential service desk processes, including incident management, request fulfillment, and knowledge management.

Standardize the Service Desk – Phase 1: Lay Service Desk Foundations

This phase will help you identify your service desk challenges and strengths, review service support best practices, determine your operations metrics and identify ticket...

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

This phase will discuss building blocks of incident management process, incident workflows, ticket handling guidelines, prioritization and escalation guidelines.

Standardize the Service Desk – Phase 3: Design Request Fulfilment Processes

Leverage this phase for better understanding of request fulfillment process including service request workflows, proceeding with better knowledge management and...

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

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...

Take Control of Cloud Costs on Microsoft Azure – Phases 1-4

Develop processes, procedures, and policies to effectively manage cloud costs.

Create a Right-Sized Disaster Recovery Plan – Phase 2: Conduct a BIA to Determine Acceptable RTOs and RPOs

This phase of the blueprint, Create a Right-Sized Disaster Recovery Plan, will help you set recovery objectives.

Create a Right-Sized Disaster Recovery Plan – Phase 3: Identify and Address Gaps in the Recovery Workflow

This phase of the blueprint, Create a Right-Sized Disaster Recovery Plan, will help you outline a recovery workflow and address risks and gaps.
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VL Methodology