1. Be excellent, use innovative technology, and save money! The digital era has caused an extreme business reliance on cutting-edge technology solutions and the high
This time of year is rough on people, and the phenomenon of holiday burnout can be real. For some, the holiday period brings up thoughts
Learn about service and configuration management tools that can be used to improve user experience. Imagine being an employee who relies on your laptop to
Learn why using ITIL’s guiding principles and Hol-Agile can help enterprises thrive in a VUCA World. A recent post on the Back2ITSM Facebook group talked
Every IT organization has an incident management practice, many of which were developed years ago and never taken out, dusted off, and reimagined. If that
There is a new paradigm in IT Support: Supporting a business that is completely reliant on IT. With this in mind, IT failures are no
I recently attended an ITSM conference where I heard the words “…and when we get to real self help…” OK, almost 20 years since I
Let’s declare 2015 the Year of the Enterprise and do things that forever change the business’ impression of IT! What can Service Management do to
Are we there yet? We’re just getting started! A few weeks ago itSMF USA and HDI held their joint Fusion13 conference in Nashville, TN. Service
The pandemic continues to change the way people work. Leading up to the “big resign” as people began to decide how they wanted to work,
Between increased security breaches and the speed needed to staff up after COVID, the face of onboarding has been changing over the last couple of
One of the recent trends in support has been the virtual concierge desk: a walk-up experience for external customers or end-users in a corporate environment.
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