7 Steps to Defining and Designing an Effective Service Catalogue
Service catalogues are one of those service desk terms we've all heard ofmany of us probably know what a service cat...
KCS Benefits
KCSTM (Knowledge Centered Service) allows the support organization to resolve five to ten times more customer issues at th...
Organizational Change Management: An Essential Part of the Service Management Journey
Improving service management requires organizations to do things differently, and doing things differently requires orga...
Top 11 Things You Need to Know About DevOps
The term "DevOps" typically refers to the emerging professional movement that advocates a collaborative workin...
The State of Quality Assurance in Technical Support
There are many reasons to monitor quality in the support center, and many ways to do it. This white paper, based on rece...
Cyber Resilience and IT Service Management (ITSM)
This White Paper looks at how cyber resilience and ITSM can work better together to help organizations be more effect...
Knowledge Management for the Support Centre
Organizations seeking to implement or improve upon their knowledge management processes must invest in people and process ...

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