Service Desk

Service Desk Technician II

The Level II Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving...

Build a Business Case to Improve Change Management Quick Guide

This quick guide is designed to help you build a business case to implement a change management process.

Stakeholder Engagement Workbook

Use this Stakeholder Engagement Workbook to create a prioritized list of people who are affected or can affect your project, and to determine how best to communicate with...

Service Desk Consolidation TCO Comparison Tool

Use this tool to establish TCO models for your organization and compare service desk consolidation scenarios.

Service Desk Outsourcing RFP Scoring Tool

This tool will help you score the responses from your vendor to assist in your selection.

Customer Journey Map

Use this template to develop a concrete understanding of the end user's experience with the service desk in order to improve service quality and meet customer goals.

Data Center Access Policy

The data center access policy will outline the standards for regulating access to the company data center(s).

Server Configuration Policy

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

Improve IT-Business Alignment Through an Internal SLA

The business is rarely satisfied with current service levels. However this dissatisfaction is often based on perception. Without an internal SLA that effectively tracks...

Improve IT-Business Alignment Through an Internal SLA – Executive Brief

Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.

Service Desk Technician II The Level II Service Desk Technician's role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving...
Build a Business Case to Improve Change Management Quick Guide This quick guide is designed to help you build a business case to implement a change management process.
Stakeholder Engagement Workbook Use this Stakeholder Engagement Workbook to create a prioritized list of people who are affected or can affect your project, and to determine how best to communicate with...
Service Desk Consolidation TCO Comparison Tool Use this tool to establish TCO models for your organization and compare service desk consolidation scenarios.
Service Desk Outsourcing RFP Scoring Tool This tool will help you score the responses from your vendor to assist in your selection.
Customer Journey Map Use this template to develop a concrete understanding of the end user's experience with the service desk in order to improve service quality and meet customer goals.
Data Center Access Policy The data center access policy will outline the standards for regulating access to the company data center(s).
Server Configuration Policy The server configuration policy establishes the standards, procedures, and restrictions for new servers being installed within the company.
Improve IT-Business Alignment Through an Internal SLA The business is rarely satisfied with current service levels. However this dissatisfaction is often based on perception. Without an internal SLA that effectively tracks...
Improve IT-Business Alignment Through an Internal SLA – Executive Brief Understand business requirements, clarify current capabilities, and enable strategies to close service level gaps.

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