Operations - Blueprints
Topics
Mitigate the Risk of Cloud Downtime and Data LossIf you still think “it’s in the cloud, so I don’t need to worry about it,” then get your resume ready. When O365 goes down, your executives are calling IT, not Microsoft,... |
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Ensure DRP and BCP Compliance With Industry StandardsDon’t let the verbose nature of standards documentation such as NIST, HIPAA, PCI, and others overcomplicate your mandate to ensure your business continuity management... |
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Take Action on Service Desk Customer FeedbackUnderstand how and why to measure customer satisfaction with the service desk, then design both a transactional and relationship survey to collect feedback, and build a... |
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Right-Size the Service Desk for Small EnterpriseSmall enterprises have many of the same issues as large ones, but with far fewer resources. Focus on the most important aspects to improve customer service. |
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Define Requirements for Outsourcing the Service DeskCost reduction has traditionally been an incentive for outsourcing the service desk. This is especially the case for those organizations that don’t have minimal processes... |
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Build an ITSM Tool Implementation PlanAn ITSM tool implementation project can be complicated with vendors relying on project managers to define the implementation parameters. Project managers often must make... |
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Transform Your Field Technical Support ServicesWith remote work becoming a normal employee offering for many organizations, self-serve/self-solve becoming more prominent, and a common call out to improve customer... |
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Define Service Desk Metrics That MatterDeciding which service desk metrics to track and how to analyze them can be daunting. It is easy to fall into the trap of tracking too many metrics and getting lost in the... |
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Improve Service Desk Ticket Queue ManagementTaking time to strengthen your service desk fundamentals - including defining clear and efficient ticket queue management processes - will improve service delivery times,... |
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Staff the Service Desk to Meet DemandThere’s no one magic ratio of service desk analysts to users. Determine your optimal service desk structure and staffing levels based on your unique environment, workload,... |
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