BCP Pilot Results Presentation

Present initial results from your pilot BCP project and next steps for your BCP initiative.

Service Desk Internal Service Level Agreement Template

Create the internal service desk SLA by amalgamating the insights from the current and target state analysis.

Systems Management SOP Template

Well-developed processes are a critical component of systems management success. This template will help organizations ensure that their processes are effectively...

Knowledgebase Article Template

An accurate and comprehensive record of the incident management process, including a description of the incident, any workarounds identified, the root cause (if...

Service Definition Checklist

Non-IT stakeholders interested in participating in an extension of the service desk will turn to IT for guidance.

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...

Checklist SOP Template

Use checklists to streamline step-by-step procedures. Checklists are ideal when writing for experienced staff who just need a reminder of what to do, not how to do it.

SOP Templates and Examples

Use flowcharts and checklists to create effective SOP documents.

Service Definition Process Workflow

The purpose of the Service Definition Process Workflow is to provide an example to help you implement a service definition process workflow of your own.

Service Desk Efficiency Calculator

The purpose of the Service Desk Efficiency Calculator is to assess the impact of different improvements on service desk cost and productivity.
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