THE STATE OF SERVICE MANAGEMENT IN 2021
This report, focusing on the state of service management in 2021, provides service management and technical support leader...
Why Courage Matters in IT Management
A lifelong quest to find the universal values all humans seek out leads an IT manager to understand the importance of taki...
Use Tech to Improve the Authentication Process
Authentication is necessary, but it shouldn’t come at the cost of the customer experience, and too often customers r...
ITIL 4 - Finding Your Pathway Workshop
Brief Overview of the Workshop Our November members workshop was on 'ITIL®4 - Finding Your Pathway'.&nbs...
Summary of 2021 IT Service and Support Benchmarks
Many Service and Support professionals are unfamiliar with the key performance indicators (KPIs) that are important to tra...
5 Things I Hate About Change
Change management is a wonderful process...until it isn’t. Here, an IT service and support pro who is well versed in...
5 More Things I Hate About Change
Change is hard, especially when human nature creates some very predictable and unreasonable workarounds to a perfectly goo...

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