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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

Still Arguing Over Incidents and Problems? Really?

When I look at public IT service management (ITSM) forums such as LinkedIn, I find it disappointing to see how much time is still...

The State of Today’s ITSM

When HDI’s State of IT research was released, it generated a lot of conversation. A lot of that conversation was asking, “How could you?”...

SERVICE DESK

10 Tips for IT-Support Chat Success

In aiming for chat success, it’s worth comparing chat with the currently-far-more-popular IT self-service. There are many similarities, including that both are relatively new access and...

IT Service Desk Life in 2017 

The findings of the Sunrise Mobile & Summer Survey are in and make for some interesting reading – validation of many things we thought were happening, but also other...

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