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Enterprise Service Management
By Nancy Van Elsacker Louisnord
Opinions expressed by ICN authors are their own.
The workforce awakens: insights for the service desk
How to enable the new work environment employees are requesting and facing the challenges of a changing IT landscape.
The workforce awakens: IT’s impact on engaged employees
Employees are most satisfied when being productive, so engage your IT workforce to make an impact on all the employees within the organization.
Lessons enterprise service management professionals can learn from the FIFA World Cup
One of the biggest challenges faced by organizations when implementing any type of enterprise service management strategy is with the process alignment and people. The recent World Cup tournament teaches us a thing or two about...
Enterprise service management: Beyond the buzz
With different signals around enterprise service management, it can be helpful to dig into what is the ‘why’ behind it…and why it will stick around even when the marketing hype around it is slightly easing down.
Creating an organization with service excellence as its foundation
Focus on values and relationships, be sure people have enough freedom and motivation to make the right choices and, ultimately, that will get you to that true service excellence environment.
Make service excellence part of service management
Organizational leadership must work toward a culture of service excellence.
Deconstructing silos in your enterprise service management towers of Babel
The most important goal is that all your employees understand each other.
ITIL and agile are not always the best of friends, but they sure are not enemies
Agile sounds quite opposite to the strict ITIL processes, they can work together pretty well in IT service management.
Value-as-a-Service: the importance of strategic supplier management
Service management professionals are dealing with a great challenge: Coping with a high demand of value delivery while more and more strategic parts of the service delivery are being outsourced. Strategic supplier management plays an...
What is ESM? When service management evolves beyond IT
Enterprise service management is the application of ITSM concepts or ITIL to processes in different service departments across an organization.
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