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A step-by-step document that helps you improve customer service and meet SLAs by driving consistency in your support approach.
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A guide to help you focus on honing the organization’s ability to respond to, and maintain continuity during, a power outage.
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Understand what you get in a business continuity management software solution and review trends and leading vendors.
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Use this storyboard to understand why and how to design a strategy to consolidate multiple service desks into one.
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Use this activity to convene a flowchart improvement working group. It uses onboarding as an example.
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Establish a right-sized and realistic approach to DR testing that delivers durable value to your organization.
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Design a VIP support model for the service desk that meets the needs of your executives but doesn’t negatively impact service delivery to the rest of the organization by...
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Use this blueprint to create a service request management program that provides immediate value. The template includes the following sections: - Design the Service -...
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Adapt how you approach downtime and data loss risk, particularly for SaaS solutions. No control over the software does not mean no resilience.
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This storyboard will help build a strategy to shift service support from the project team to the service desk, resulting in customer service and agent satisfaction...
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