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We’re an independent IT service management website – home of best practice, high-quality, and freely-available ITSM content written by ITSM practitioners, ITSM consultants, ITSM trainers, ITSM tools vendors, and IT industry analysts. All were created to make your ITSM and business outcomes better. Get reading about the latest ITSM, ITIL, and ITSM tools trends!

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Is your service desk a victim of repetitive questions? How much time would be freed up to handle more pressing issues if automation answered these simple requests immediately? Enter Chatbots.
A lot changed in ITIL 4. Not only the move from ITSM processes to service management practices, but also the latter are described. This article shares all of ITIL 4’s 34 management practices and their purposes.
When I heard that Dutch people rarely use the word “sorry,” I realized that much of its use in customer service and IT support scenarios might mean little to the recipient. This article offers related IT support learnings.
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