Unveiling the Sexy Side of ITSM
Unveiling the Sexy Side of ITSM In the practice of Information Technology Service Management (ITSM), one might not immediately associate […]
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service level
The Only Metric That Matters: How to Optimize Service Desk ROI
From scorecards to strategies and crucial metrics, this article has everything you need to optimize your service desk ROI. Take
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Assuming Responsibility for a Struggling Service Desk
Assuming responsibility for a struggling service desk can be a daunting task. Assessing the ticketing system, phone system, SLAs, knowledge
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Revolutionizing the Incident Management Practice
How good is your incident management practice? Does it look much like it did ten years ago? IT service management
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The Interplay of Culture Change and Organizational Change Management (OCM) in IT Service Management (ITSM) Projects
In today’s agile business environment, organizations constantly transform to stay competitive and relevant to their markets. One of the most significant
Start with Reporting, then Measure For Success
Measurement is always going to be key to success in business and in your IT efforts for that business. What
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