ITSM

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10 customer experience strategies IT should target next

CIO are increasingly being asked to help attract, manage and support customers. These technologies and practices can help enhance your company’s CX and fuel revenue for your digital transformation.

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Insourcing, automation spark GE’s IT transformation

GE’s bold move to insource IT support and automate IT workflows has paid off in cost efficiencies and a vastly improved employee experience.

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What is Kaizen? A business strategy focused on improvement

Kaizen offers a more holistic approach than most IT frameworks in that it aims to improve everything in your organization from people to processes to products.

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Adobe enlists AI to establish self-healing ITSM

Adobe has embraced AI, ML, NLP and other emerging technologies to improve the company’s service management — and pave the way to a self-healing ITSM framework.

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6 steps to a successful ServiceNow implementation

ServiceNow is a robust ITSM suite that offers organizations popular services on a single-platform. But it’s not as easy as deploying any tool or service – here’s six tips on how to embark on a successful ServiceNow implementation.

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Who’s afraid of the CMDB?

You owe it to yourself and your organization to build something that enables better decisions.

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What is ITIL? Your guide to the IT Infrastructure Library

ITIL is a framework of best practices for delivering IT services. ITIL’s systematic approach to IT service management can help businesses manage risk, strengthen customer relations, establish cost-effective practices, and build a...

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ITIL 4: ITSM gets agile

Launching in Q1 this year, ITIL 4 is a major overhaul of the popular ITSM framework that adds more clarity for businesses trying to automate, streamline and implement ITSM processes.

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The ‘future of work’ in the digital era may not be what you think

Despite all the banter about the ‘future of work’ no one is talking about what that really means. Our inability to see through our present reality has limited and tainted our discussions about how work will fundamentally transform...

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On technological ‘terrors’

Or fools with tools are still fools...even in 2019.

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6 ways ITSM automation is changing business

Automation helps organizations eliminate defects and redundancies, freeing up staff for higher-value work. Here are six ways businesses are taking advantage of automation for IT service management.

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What is an automation engineer? A growing role to address IT automation

Companies are starting to automate business, IT and development processes, and they’re looking for IT automation engineers to help develop, test and implement automation technology.

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ServiceNow certification guide: Mastering ITSM

ServiceNow offers technical management support to large IT operations, with a focus on the help desk and ITSM. Its three certification paths will help validate your skills with this rising IT platform.

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10 must-have skills for ITSM pros

If you work in IT service management, these are the 10 skills you’ll need in order to be successful in the years ahead.

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Making IT processes effective for the digital age

Does how IT runs itself matter to their firm’s digital transformation plan?

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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.

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Top 12 ITSM tools for 2018

Finding the right IT service management tool for your business needs can be challenging. Here’s a breakdown of 12 of the best ITSM services — and which organizations they best serve.

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5 ways businesses are modernizing ITSM

ITSM is more than service management; it’s a framework for supporting business needs. As new technology moves in and digital transformation takes hold, ITSM strategies must grow and adapt.

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