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Digital Transformation: A Look at The Future, Examining the Past

Posted by Ruben Franzen
on May 6, 2021

The global pandemic accelerated digital transformation strategies for many organizations. But where do they go next? To help, this article looks at the future of digitally-enabled organizations by examining the past.

How to Better Manage an IT Service Desk in a WFA Era

Posted by Stephen Mann
on May 4, 2021

The global pandemic created new “work from home” (WFH) scenarios for IT support. Now this has morphed into “work from anywhere” (WFA), but what’s the IT support impact?

How to Develop a Teaching Model for ITSM

Posted by Jakob Diness
on April 29, 2021

This article explains some of the key attributes for creating a successful teaching model for ITSM (or for any other area for that matter).

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Service Desk Articles

By Stephen Mann
April 6, 2021

Enabling IT Self-Service with Intelligent Automation and Proactive Remediation

By Roy Atkinson
March 4, 2021

Challenges of the Enterprise Service Desk: It’s Not Just a Desk

By Jordan MacAvoy
March 2, 2021

What ITSM Practitioners Need to Know About Cybersecurity Threats in 2021

By Jamie Bell
February 25, 2021

Process, Practice, Function? – The ITIL 4 Service Desk Guide

By David Stewart
February 23, 2021

Flow Metrics Explained

By Sophie Danby
February 14, 2021

What Do You Love Most About Working in IT?

ITSM Articles

By Earl Begley
April 27, 2021

12 Books Every ITSM Practitioner Should Read

By Stephen Mann
April 22, 2021

The Current State of AI Adoption in ITSM

By Jamie Bell
April 20, 2021

A Service Desk Guidance A-Z List

By Ian Aitchison
April 15, 2021

How to Succeed with AI in Your Organization

By Stephen Mann
April 8, 2021

Introducing the 2021 State of Service Management Survey

By Sophie Danby
March 30, 2021

Expert Guidance for AI Success in ITSM Use Cases