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.

DR Test Plan Project Charter Template

Set expectations for scope, resource requirements, and target dates for building the DR test plan.

Standard Operating Procedures Workbook

Make SOPs work for you with visual documents that are easier to create and more effective for process management and optimization.

Service Desk Continual Improvement Roadmap

Use this tool to identify opportunities for improvement, both quick wins and longer-term major projects.

DRP Publishing and Document Management Solution Evaluation Tool

Determine the best strategy for publishing your disaster recovery plan using this tool.

Storyboard: Outsource or Repatriate the Service Desk

Often, the service desk is dismissed as a tactical function that merely needs cost optimization. Done poorly, outsourcing can drive inefficiencies that outweigh any cost...

Build a Service Desk Consolidation Strategy

Organizations that have acquired more than one service desk through mergers or natural growth are likely to struggle with a lack of agility, high operating costs, and low...
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Service Desk Ticket Intake Workflow Samples

This template contains examples of ticket intake workflows.

Service Desk SLA Metrics Tracking Template

Establish a framework to collect the necessary metrics to properly evaluate current service desk service levels.

Network Backup for Atlanta Data Center – Backups Example

Use flowcharts and checklists to create effective SOP documents.
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