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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

An ITSM Assessment in 3 days – is it Possible?  

I was recently approached by a local enterprise with the question “Can you undertake an IT service management (ITSM) assessment and how many days...

Analyst 2.0: What Does the Future of IT Support Look Like?

The Service Desk Institute (SDI) has recently published a report on the future of IT support called "Analyst 2.0." It covers a variety of...

SERVICE DESK

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...

3 Ways Real-Time Translation Helps IT Service Desks With Multilingual Support...

Providing multilingual support can have a significant impact on the success of IT service desks and helpdesks. According to new research from HDI and...

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