Build a Swarming Pilot Project

While the tiered approach to service support works in some organizations, for many others it results in debilitating silos, a breakdown in communication, and a lack of...

Build a Service Desk Consolidation Strategy – Executive Brief

Read our concise executive brief to find out why you should build a service desk consolidation strategy, review Info-Tech’s methodology, and understand the four ways we...

10 Secrets for Successful Disaster Recovery in the Cloud – Executive Brief

Read this Executive Brief to understand how cloud DR can save you time, money, and ensure a smooth recovery when disaster strikes.

Spiceworks Promises Free Tools Will Continue Despite Ziff Davis B2B Acquisition

Spiceworks – which operates a community of IT professionals, marketplace, and free apps – has agreed to be acquired by Ziff Davis B2B, but says it will continue to...

Change Management Post-Implementation Checklist

This checklist is designed to help you make quick progress on building a post-implementation checklist for your own change management process.

Improve Service Desk Ticket Intake – Phase 3: Define Next Steps

This phase of the blueprint, Improve Service Desk Ticket Intake, will help you streamline your ticket intake process and prioritize opportunities for improvements.

Develop ServiceNow Customizations a Little More Easily With a Visual Studio Code Extension

ServiceNow promises to make in-house ServiceNow development a little easier by directly integrating with Microsoft’s popular Visual Studio Code editor.

Practical, Right-Sized BCP Case Study: Recovery Workflow

Recovery Workflow for Practical, Right-Sized BCP Case Study

XMPL Notification, Assessment, and Declaration Plan

This document presents XMPL Medical's high-level incident response plan.

Service Support Strategy Example – Continual Improvement

This document provides an example of a service support strategy with a focus on continual improvement.
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VL Methodology