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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.
Illustrated figure on a flying carpet soaring over a futuristic city representing the independent journey of introducing ServiceDesk Plus to Iran

ServiceDesk Plus in Iran: Never an Official ManageEngine Partner, but Two Decades of Building the Market Anyway

Before ManageEngine and ServiceDesk Plus meant anything in Iran, Hadi Ahmadi was already making the case for it, one skeptical meeting at a time. Blocked from an official partnership by sanctions on contracts, payments, and licensing, his team trained IT staff and built Persian content anyway. This article is a firsthand account of educating a market for a brand that never signed them on.
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