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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ITIL-as-a-Service? 7 Cloud-Integrated ITSM Processes

Public cloud services affect more than the traditional on-premise IT infrastructure. They also affect the people that deliver and manage IT services, and the operating and IT service management (ITSM) models used in doing it.

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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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