Idwell on Service Management

Thoughts on how to design and implement IT Service Management


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How a Stanford Ph.D. Would Approach Self-Service

Are your people using self-service as much as you’d like them to? Probably not. Instead, they’re opening tickets, waiting around for answers, and not getting any work done. This isn’t good for anyone. It’s expensive for you, and your employees are losing productivity.

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10 Top Tips for Better Release Management

You’re definitely not a happy bunny (and this is thankfully the polite way of expressing it). Why? Because poor releases, and the associated outages, are hurting the business, causing delays, and demoralizing the team (after all no one likes to fail or to look bad in the eyes of their colleagues).

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5 Interesting ITSM Stats from The Latest HDI Report

I’ve said it before and no doubt I’ll say it again (and again) – we love stats and benchmarks in IT. Probably even more than we love IT service management (ITSM) best practice based on my observations of how often different things get shared on social media.

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