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,...

Vendor Landscape: Mid-Market Service Desk Software

The mid-market service desk tool market provides customizable functionality and advanced features suitable for the diverse, growth-focused mid-market space.
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How to Test Your DRP

Do not wait until the DRP is put into action to discover weaknesses in disaster recovery processes. Run a full test of the enterprise's DRP to uncover flaws before an...

Service Desk Manager

The Service Desk Manager's role is to oversee all Service Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility...

Server Configuration Policy

The server configuration policy establishes the standards, procedures, and restrictions for new servers being installed within the company.

Stress Testing Your Disaster Recovery Plan

You have a disaster recovery plan (DRP), but will it hold up in a real crisis? Testing the DRP is essential to determining whether it is under or over built, and whether...

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...

Beyond Beginner Help Desk Performance Metrics

Defining help desk performance metrics can be difficult. Organizations with dedicated help desk environments must take the time to develop a performance tracking system...

Top 10 Strategies for Reducing Costs

Cutting costs can be an overwhelming and painful task, but knowing where to focus your efforts can make it easier. Take a look at our top ten favorite strategies. It...

Remote Access Policy

The remote access policy creates restrictions for connecting to a company’s internal network from external hosts via remote access technology or for utilizing the...
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