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The Past and Future of IT Service Management

I’ve been involved in IT service management (ITSM) since the 1970’s, and I’ve seen many changes since then. Here’s my summary of where ITSM...

ITSM

10 Tips for Better ITSM Tool Selection

Selecting a new, better-fitting, IT service management (ITSM) tool can be difficult – from understanding and agreeing what’s really important (to your organization) in...

Help with ITSM in 2018

So 2018 is here – three years further “into the future” than the year that Marty McFly visited in his DeLorean and 200 years...
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What is ITSM?

SERVICE DESK

The 4 Foundational Pillars for Better IT Service Desk Performance

What’s the key to improved IT service desk performance? Ultimately, it probably boils down to the same things that drive service and support success...

10 Tips for IT-Support Chat Success

In aiming for chat success, it’s worth comparing chat with the currently-far-more-popular IT self-service. There are many similarities, including that both are relatively new access and...

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