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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

5 Ways New Technology is Changing IT Support

It was fun delivering the Service Desk Institute (SDI) and ITSM.tools webinar on “5 Ways That Technology is Changing IT Support” last week. Fun...

Technological Improvement Needs More Than Technology

The webinar referenced in this blog post has now taken place. You can watch this on demand here.There’s nothing more certain than change, and...

SERVICE DESK

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...

What if your IT service desk was in Westeros?

With Game of Thrones (GOT) - the popular fantasy drama television series based on George R. R. Martin's A Song of Ice and Fire...

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