Quick Wins Save 5% Now!

Do you need to make a difference this week? This month? Take a look at these tactics and tools to build your guerilla plan.

Five Reality Checks: Before You Outsource Your Help Desk

Constraints on budgets, hiring, and facilities are driving more and more businesses to consider outsourcing their Help Desks. While outsourcing is hardly a new idea, many...

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.

Potential Impact of the Euro Crisis on IT Departments

Europeans are facing a major economic crisis triggered by poor government financial management in the Euro zone. But many managers outside Europe don't see this as...

Help Desk Staffing Calculator

Determining the appropriate end user to help desk staff ratio can be difficult. Help Desk environments with steady request volumes and staff numbers should use this tool...

Extending Service Management to Account for Disaster Recovery Scenarios

Set strict timelines and criteria for escalating from service management to DRP. Organizations that treat DR as an extension of service management have fewer extended...

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,...

Severity Definitions and Disaster Recovery Timeline Template

This template provides a framework for updating severity definitions to account for DR scenarios and meet DR timeline requirements.

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...

Succession Management Matrix

If you don't have a strategy for replacing those "irreplaceable" people in your IT department, you could be setting yourself up for disaster. A succession management...
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