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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

What is ITSM?

There are many available definitions for ITSM. For instance, ITIL – a globally-popular IT service management best practice framework – defines ITSM as: “The implementation and management of quality IT services that meet...

ITSM in 2018: So Much to Do, So Little Time

It’s that time of the year (again) when everyone and their dog (or cat, if you’re more of a cat person) writes their IT...

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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