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We’re an independent IT service management website – home of best practice, high-quality, and freely-available ITSM content written by practitioners, consultants, trainers, tool vendors, and industry analysts. All created to make your ITSM and business outcomes better.

Change Management: Change Notification vs. Approval

Change management processes and procedures should be created from the ground up, with scalability, standardization, risk mitigation, and efficiency all at the core. But when defining your process, how do you know when a change notification is sufficient and when an approval is required for a change?

Check Out These 20 Unsung ITSM “Social Influencers”

Here we highlight some of the unsung ITSM social media heroes; who should be followed for their Twitter sharing, blogging, or both. This is our list of 20 people who should make ITSM “Top Social Influencer” lists but often don’t!

3 Tips for Managing Multiple Personalities on the IT Service Desk

One of the most important aspects of being an IT Service Desk Manager is understanding the personalities of your team members. After all, if you don’t know what makes them tick, what motivates them, or what’s important to them, then how can you effectively manage them?

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Service Desk Articles

3 Tips for Managing Multiple Personalities on the IT Service Desk
One of the most important aspects of being an IT Service Desk Manager is understanding the personalities of your team members. After all, if you don’t know what makes them tick, what motivates them, or what’s important to them, then...
How to Make Your Help Desk a Service Desk Profit Center
How can you move your help desk from being a cost center to a profit center, aligning it with the business outcomes that C-level execs value most highly? Let's see...
The Current Status and Perspectives of the IT Service Desk
This article looks at the work taking place at the University of Oviedo, to understand the current situation and possibilities for improving the IT service desk function within IT service teams, and to identify opportunities for service management improvement.

ITSM Articles

Check Out These 20 Unsung ITSM “Social Influencers”
Here we highlight some of the unsung ITSM social media heroes; who should be followed for their Twitter sharing, blogging, or both. This is our list of 20 people who should make ITSM “Top Social Influencer” lists but often don’t!
20 Tips for Creating Your ITSM Future
Seven ITSM influencers share their advice on creating your ITSM future: including how the changing landscape demands new approaches, and what you should be considering now (and later) with regards to chatbots and machine learning.
Why Transition ITSM to Modern Service Management?
Read how organizations can use something called "Modern Service Management" to help them move from legacy, traditional IT models to an easier, more efficient, cost effective, and agile service structure.