As discussed in part one of this blog series, service catalogs are not only limited to IT. They can be used to bring together service offerings that collaborate multiple departmental efforts.
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Tag Archives: Service Management
The End of Incident Management (as we know it!)
Can you imagine an ITSM world without Incident Management? While important, Incident Management (IM) is one of the most inefficient (and sometimes ineffective) ITSM processes. So much of the success (or failure) of IM depends on human interpretation.
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The Big Opportunity for Chatbots in IT Support
You currently can’t escape all the talk of bots and, in particular, chatbots – computer programs that conduct conversations (with humans) via auditory or textual methods.
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Product managers for the digital world
The role of the product manager is expanding due to the growing importance of data in decision making, an increased customer and design focus, and the evolution of software-development methodologies.
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Employee Experience is The Only Metric You Need
Our company HappySignals was founded on the realization that IT service management (ITSM) teams are still measuring service quality in process metrics by way of service level agreements (SLA).
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How to Prepare for the Future of IT Asset Management
The Internet of Things revolution is fundamentally transforming businesses. The massive influx of IoT devices (all of which are basically computers) will save time and money and provide better value to customers, employees and other stakeholders.
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Service Introduction: The Critical Link Between IT Projects and Service Delivery
Have you ever experienced an IT project landing into production where IT support and business users are surprised (and most likely unhappy)? Someone forgot to tell them about it? The support documents were not in place when you needed them? The service level agreement (SLA) was never agreed? Nob
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On digital transformation, ITSM, and DevOps. Oh, and pizza.
In March 2017, a story circulated on social media, comparing the investment performance of two companies: Apple and Dominos Pizza. The article revealed that an investment in Apple stock in 2009 would have yielded a healthy 370% return by 2017.
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10 Tip for Getting Started with ITIL – Part 2
In Part 1 of this blog I offered five tips for getting started with ITIL, the IT service management (ITSM) best practice framework: establishing a formalized service desk, identifying root causes (problem management), managing changes, tracking software licenses, and starting to use a configuration
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Has Your ITSM Implementation Hit a Glass Ceiling?
Wikipedia defines a “glass ceiling” as a metaphor used to represent an invisible barrier that keeps a given demographic from rising above a certain level in a hierarchy.
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Idwell on Service Management 