of organisations use remote control technologies to provide support.
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Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
supportworld , service management , business value , ITSM , IT service management
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Believe it or not, your company has always been doing IT Service Management (ITSM), from the moment it first used a computer. Whether formally defined or not, ITSM exists in some form in every organization that leverages technology in achieving business results. Don’t think so? Consider this:
All that seems like ITSM to me. But good ITSM has to be more than just answering the phone or making a change. Is your approach to ITSM working like it should?
If ITSM hasn’t delivered the expected value for your organization, it’s usually because of one or more of the following reasons:
Despite these challenges, practicing good ITSM is more important now than ever. Why?
But this doesn’t mean that “ITSM as usual” is the right approach going forward. In fact, the “usual approach” is usually why ITSM hasn’t delivered on its promise. And certainly, the “usual approach” to ITSM won’t be enough for the modern business.
Here are my top five reasons why ITSM still matters:
ITSM must be more that a collection of random practices and tools. Otherwise, ITSM won’t matter to your organization. Make ITSM matter by delivering results that matter to your business colleagues. Here are three suggestions:
Doug Tedder is a strategic, innovative, and solutions-driven IT service management professional with more than 20 years of progressive experience across a variety of industries. He’s a resourceful and hands-on leader with track record of success implementing ITSM and IT governance processes. Doug is a certified ITIL Expert and ISO/IEC 20000 Consultant Manager and holds many other industry certifications. In addition, Doug is an accredited ITIL Foundation trainer and HDI Support Center Analyst and Support Center Manager instructor. Follow Doug on Twitter and connect with him on LinkedIn.
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