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Modern ITSM Offers Exceptional User Experiences: Service Desk 2016
While walking past my local hairdressers this weekend, I remembered that I needed to change my next appointment having booked it at a time that I was USA-bound. But seeing the queue at reception, I...
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Integrating Your IT Asset Management and IT Service Management Programs
When IT is designed to operate in domains, gaining visibility across the infrastructure is virtually impossible. There are separate teams, tools, and objectives that limit information and data sharing...
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Reporting and Analytics: A Sad Story of Cold Pizza
It’s 3.30 p.m., you’re sat in a meeting with your management peers and your CIO. You’ve been asked to pull together an IT Ops report for Service Desk trends in the past 12 months for an 8 a.m. meeting...
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Help Desk vs. Service Desk: What’s the Difference?
In my first IT job, I worked as a Help Desk Analyst. I supported a software package that tracked individual documents when DOS was predominantly used as the operating system on most IBM-compatible...
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When selecting ITSM tools choose the why over what and how
When it comes to selecting ITSM tools, you should be focused on the “why” over the “what” and “how.” The ITSSM market as defined by Gartner is HOT right now, and for some very good reasons:...
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Modernizing ITSM through Automation: A Three Step Plan (Part 1)
In a report published by the analyst organization Forrester Research on ITSM, research showed that “57% of service desks struggle with increased ticket volumes, but only 31% are expanding headcount.”...
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Modernizing ITSM through Automation: A Three Step Plan (Part 2)
In the first part of this three-part series we reviewed the reasons for automating processes, whether they are ITIL based, business based or general IT tasks and discussed the first step necessary for...
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Modernizing ITSM through Automation: A Three Step Plan (Part 3)
We have reach the final post in this series about IT Service Management (ITSM) automation. In the first post, we identified the need to re-evaluate processes. In the second, we discussed initial steps...
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Infographic: Anatomy of the Service Desk in 2016
By Ollie O’Donoghue from Service Desk Institute For a few months now, I’ve been talking about the evolution of service desk staffing models. I’ve become more convinced of this change as we publish more...
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No More ‘Small, Mid-Sized’ Businesses: Size Is out—Maturity Is In
As we approach another new year, some may already be thinking about resolutions for 2017. Here’s a suggestion: Stop talking about your company in monolithic, size-focused terms such as “SMB” (“small to...
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