Operations

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Improve IT-Business Alignment Through an Internal SLA – Executive Brief Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.
Create a Right-Sized Disaster Recovery Plan – Phases 1-4 This storyboard will help you close the gap between your DR capabilities and service continuity requirements.
DRP High-Level Process Overview of Info-Tech's DRP development workflow.
Customer Journey Map Use this template to develop a concrete understanding of the end user's experience with the service desk in order to improve service quality and meet customer goals.
Negotiate SaaS Agreements That Are Built to Last Review your SaaS contracts to leverage your unique position during negotiations and find substantial cost savings.
Service Desk Outsourcing RFP Template This template will allow you to create a detailed RFP for your outsourcing agreement.
Service Desk Outsourcing RFP Scoring Tool This tool will help you score the responses from your vendor to assist in your selection.
Standard Operating Procedures Project Roadmap Tool Document and prioritize projects and initiatives that will meet gaps in current SOPs.
Build a Service Desk Consolidation Strategy – Phases 1-3 Use this storyboard to understand why and how to design a strategy to consolidate multiple service desks into one.
Service Desk Consolidation TCO Comparison Tool Use this tool to establish TCO models for your organization and compare service desk consolidation scenarios.