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Tag Archives: ITSM Tools
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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How to Define, Measure, and Report IT Service Availability
Availability of IT services really matters. When services that a customer expects to be able to access aren’t available, that customer is going to be unhappy.
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Good Attitudes Are Still Prevalent in ITSM
I’ve been a regular attendee at the Service Desk and IT Support Show (SITS) in London for a few years. And this year was yet another busy and fun event.
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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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Who Sets the Focus for ITSM Training?
I was recently intrigued to read a blog by Paul Wilkinson about IT service management (ITSM) training: “Has ITSM Training’s Focus on Guaranteed Pass Rates Gone Too Far?” And when Paul invited me to respond, I couldn’t resist.
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Simplicity Trumps Complexity… Not Everyone Needs a Complicated ITSM Tool
The IT service management (ITSM) tool ecosystem, and its history, is an interesting beast.
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A Fool with An ITSM Tool, Is Still a Fool
IT help desk, and then service desk, teams have long been mesmerized by the advertised benefits of the latest service desk or IT service management (ITSM) tool, showcased to bring order to the chaotic mess in IT departments and to improve the relationships with colleagues wanting assistance.
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Digital Transformation Basics for ITSM Pros
Digital transformation is one of the most important organizational topics right now. It promises to revolutionize the way that technology is used by businesses, opening new market sectors, improving customer experience, and helping organizations redefine the products and services they deliver.
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Idwell on Service Management 