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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

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?”...

The Value of the Cynefin Framework to ITSM

In November 2017 (or back in November 2017, depending on when you're reading this), I will have (or have had) the privilege of speaking...

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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