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Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is actually covered in the latest version, along with what...
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The world we live in (or on) will soon be another year older and, despite what we see in the news, hopefully another year wiser. The same is true for the IT...
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There are many reasons for adopting an enterprise service management (ESM) strategy – i.e. the widespread use of IT service management (ITSM) principles, best practices, and technology in other business functions. It...
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Update since publication: The latest version of ITIL – ITIL 4 – was released on Monday 18th February. To find out what is covered in the latest version, along with what has...
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Are you happy that your organization is fully compliant from a software licensing perspective? Do you feel comfortable that all the right checks and balances are in place, with nothing to fear...
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IT service management (ITSM) is about much more than managing incidents and changes. If you’re not managing services, to maximize the value you create for customers, then this blog will help you...
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ITSM seems to have many definitions. The definition you get depends upon who you ask. My friends here at SysAid have defined ITSM as “the craft of implementing, managing, and delivering IT...
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For many companies, the IT help desk acts as the face, or the front of house, of the IT organization. It handles employee issues and service requests, while also dealing with most,...
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Are you thinking about a career in IT support? Or are you looking to formalize and improve your company’s current IT support capabilities through the introduction of an IT help desk structure?...
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I’ve been working in IT service management (ITSM) for many years now, and I’ve made my share of mistakes along the way. So I thought it’d be nice to share some of...
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I recently attended a networking event for IT professionals during which one of the speakers discussed “How to Market IT Internally and Externally.” The presentation’s core message was that every interaction with...
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Unless you’ve been in a disconnected state for the past two years, the beating of the General Data Protection Regulation (GDPR)-deadline drumroll has grown louder and louder every day – culminating on...
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Getting a job on a corporate IT service desk is a great idea if you want a career in IT. The IT service desk is a common entry-level role into the IT...
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You’ve probably heard by now that IT self-service portals are all the rage. But is it all just a fad or is self-service the direction that every IT service desk needs to...
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