Problem Management Process, Policy & Procedure Document (Advanced Template)
This document outlines examples of the processes, policies and procedures you need to have in place to implementProblem Ma...
ITSM in 2020: Finally Putting People First
There are some fundamental changes going on in the world of what we have been calling ITSM. Will we still be calling it ...
HDI - Foresight Is 2020: Trends in Technical Support and Service Management
The 2010s were a decade of rapid-fire evolution in IT, technical support, and service management: from mobile devices to...
ITIL Request Model Template
'Service requests' are the way that users formally request something. They are interactions with users or customer...
Adopting and Adapting ITSM Best Practices at IKO Industries
Welcome to this series of articles that follows the ongoing implementation of ITSM best practices at IKO. I am the Globa...
Finding Value in ITSM for Smaller Service Desks
Recently I wrote an article about being non-technical in a technical industry, and another about having no metrics in a ...
ITIL 4 - Are You Ready
Brief Overview of the Workshop: The Fundamentals of Service Management remain as important today as ever before. The I...

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