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Artificial intelligence (AI)-powered chatbots have been rising in popularity over the last few years, and with organizations under increasing pressure to “do more with less” while improving the employee or customer experience,...
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IT organizations tend to devote most of their time and effort to two areas: Design, development, testing, and deployment of new and changed software and infrastructure Managing incidents and problems. These activities...
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IT asset management (ITAM) best practices, along with the technologies that support them have evolved and dramatically improved since ITAM's early days. It’s now relatively easy for IT assets to be efficiently...
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As a young(er) sysadmin, I once tried to stand in the way of a major system rollout. The development effort for this new system had taken over nine months of effort, with...
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Working in IT is getting harder – our Future of ITSM Survey 2019 showed this – and the old IT service management (ITSM) mantra of “doing more with less” is no longer...
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Ever feel a little bit like Clark Kent or Linda Lang? A little unnoticed, when you really want to be that service desk superhero? As a service desk manager, leading and managing...
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The ITIL 4 Foundation publication and exams were released in February 2019, and I hope that you have seen some information about this new version. But if you haven’t, then reviewing some...
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Configuration management – or service configuration management as ITIL 4 now calls it – is the capability, or set of practices, that helps your organization to understand how your business services and processes...
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Ah, knowledge management. The concept is nearly as old as IT service management (ITSM) itself, but many IT departments still struggle to make knowledge sharing work in their organizations. To back this...
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At a recent networking event, a senior IT leader stated, “I sometimes get frustrated when I ask a team member about a particular issue or end user. Often, I get this long,...
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Appropriate and effective training is an important part of ensuring that IT service desk agents are up to the challenges of delivering IT support and meeting the expectations of the people they...
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ITIL 4 Foundation was released in February this year. This new version of the leading best practice framework for IT service management (ITSM) introduced a number of new concepts. You can read...
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The IT service desk is an important function within an organization, serving as the face of IT and controlling nearly all the communications between IT and the rest of the business. It’s...
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ITIL 4’s continual improvement management practice – remember, it was continual service improvement (CSI) in ITIL v3 – is a recurring organizational activity performed at all levels to ensure that an organization’s...
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