Create an IVR Call Flow That Empowers Your Customers

Use this template to elevate the construction of your IVR call flow tree by creating customer personas that allow you to better understand your key demographic.

Domino – Maintain, Commit to, or Vacate?

​Believe it or not, Domino and Notes are still options to consider when determining a migration strategy. With HCL still committed to the platform, there are options...

Domino – Maintain, Commit to, or Vacate? Storyboard

Believe it or not, Domino and Notes are still options to consider when determining a migration strategy. With HCL still committed to the platform, there are options...

Event Management Roadmap

Use this tool to implement and continually improve upon your event management process.

Event Management Cookbook

Use this tool to define your workflow for adding new events to track. This cookbook includes the considerations you need to include for every tracked event as well as the...

Event Management Workflow

Use this template to help define your event management handoffs to other service management practices.

Event Management Catalog

Use this tool to record your tracked events and alerts in one place. This catalog allows you to record the rationale, root-cause, and action for all your monitored events.

Engineer Your Event Management Process – Phases 1-3

Engineer an effective event management process scoped to your environment. Establish appropriate actions for every monitored event to respond when that event is detected.

Engineer Your Event Management Process

Reduce response times to solve (potential) incidents when system performance degrades. Build an event management practice where infrastructure and operations can rely on...
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Incident and Problem Management Project Roadmap Tool

Identify, prioritize, and present initiatives to improve incident and problem management.
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