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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

ITSM Metrics: The New Alternative Facts?

For those in the United States, the phrase “alternative facts” came into popular use on January 23, 2017.The term was used in a context...

Is DevOps REALLY the New Answer to Business Technology Value? 

This question is currently being hotly debated in boardrooms and the IT press around the world, and some people feel that the response will...

SERVICE DESK

The Why and What of Change Management

Is your organization planning to boost its IT service management (ITSM) maturity level by formally entering the world of change management? Why formally? All...

8 Tips for Self-Service Success

This is the fifth of five blogs on self-service for IT, and how to increase your organization’s chances of success. So, if you missed...

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