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Illustrated boardroom argument over a renewal decision representing the difficulty of changing ITSM platforms

How Hard Is It to Change Your ITSM Platform?

A renewal quote arrives and the board asks whether it is time to switch ITSM platforms. Incumbents call migration too risky, challengers call it painless, and neither answer is worth trusting. Drawing on churn poll data and five factors, from data and integrations to change management and contract terms, this article sets out where the real difficulty sits and how to avoid ending up back where you started.
Illustrated worker on a ladder painting a large 91 percent figure representing inflated first-contact resolution from ITSM licensing gaps

Your License Model Is Quietly Choosing Who Gets To Log Work

A quarterly service review showed first-contact resolution at ninety-one percent, until a site engineer admitted he fixes most things before they ever reach the system. The real culprit isn’t the workflow or the ITIL practice, it’s the per-agent license nobody treats as a process decision. This article looks at how licensing shapes what gets recorded, and what to check before your next renewal.
Illustrated business analyst in a suit holding documents amid abstract data spheres representing ITIL 4 business analysis management

ITIL 4 Business Analysis Management Explained

ITIL 4’s Business Analysis Management practice takes an organization from a vague problem to a justified, costed solution. Stakeholder needs get sorted into utility, warranty, and experience before two processes turn them into an agreed approach and a recommended option. The business analyst now sits inside the product team as often as beside it, and owns requirements for the life of the solution.
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