More than a Ticket: Customer-Focused Experience Design in ITSM
The support ticket is the lifeblood of any service desk. To many, it is the end, the beginning, the alpha and the omega,...
Big Data or Big Brother: Predictive Analytics in Service Management
big da·ta noun | computing Extremely large data sets that may be analyzed computationally to reveal patterns,...
Keeping the Man Behind the Curtain: Transparency and Communication in ITSM
One Saturday afternoon a long time ago I was leading a family karate class made up of about 80% kids. I've been invo...
Top 3 Myths—and What You Need to Know—About VeriSM
The VeriSM service management approach was introduced in the fall of 2017. Many organizations in the European and Asia P...
IT Change Management in a High-Speed World
Organizations are increasingly caught between competing goals: They must meet compliance and cybersecurity requirements ...
Lessons Learned in a Change Management Implementation
In 2017, Georgia Tech adopted and implemented ITSM change management. Our goal, like so many other organizations, was to...
6 Keys to Optimize Problem Management
Editor's note: This article was adapted from a discussion on HDIConnect and has been updated and edited for clarity....

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