Focusing on Value with ITIL 4: What Does Value Ultimately Mean?
Too often, organizations simply look at the bottom line as the end goal, but those utilizing ITIL 4 might want to dive d...
How to Improve Customer Experience by Monitoring for Broken Promises
The best way to retain customer loyalty is to avoid complications in the customer experience. Here is a suggestion for a...
Driving Revenue Through Your Customer Service Team
Too often sales and service were siloed from each other, but that should change, says one analyst. Ivan Moore argues tha...
What to Know About Automation in IT
AITSM is a confusing name for a confusing subject, but it's a way of thinking of which service desks can be automat...
Forrester Research: The Future of Technology Operations
Today's most innovative companies are swapping stringent hierarchical systems and silos in favor of knowledge work a...
The Current State of AI in Service and Support
The current state of AI in service and support is underwhelming. Promises of bot-powered agentless support, problems that ...
Enterprise Service Management
What is the future for how this will develop, based on the current working climate and post COVID? ITSM concepts are use...

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