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by Stephen Brunsdon, on 30-Nov-2017 12:25:00

Increasing service expectations, automation, budget, business alignment and efficiency: how can your IT organization consolidate these leading ITSM trends into a single end-to-end service management service this year? More importantly, …

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Topics:WhitepapersSIAMESMITAM

by Stephen Brunsdon, on 29-Nov-2017 12:30:00

After almost 30 years of evolution in service management we appear at last to be on the precipice of revolution. With competing pressures on CIOs to deliver greater efficiencies, business …

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Topics:InsightsTrendsITIL

by Stephen Brunsdon, on 28-Nov-2017 12:35:00

ITSM trends for 2017 are seemingly endless: CMDB, Software Asset Management (SAM), Service Catalog, automation, knowledge management, customer satisfaction, metrics and SIAM are all on the rise. But which of …

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Topics:TrendsITSMCMDBSIAMUser Experience

by Stephen Brunsdon, on 27-Nov-2017 12:49:00

2016 may be winding down for many, but the ITSM industry never stops evolving. With a New Year of continued innovation and development just around the corner, now is the …

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Topics:InsightsITSMBusiness CaseITAMSelf-Service

by Stephen Brunsdon, on 26-Nov-2017 12:50:00

Enterprise Service Management (ESM) is far from new, but the need for its implementation in organizations now is greater than ever. The evolution of technology and escalation of business and …

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Topics:InsightsITSMFESM

by Stephen Brunsdon, on 25-Nov-2017 12:53:00

Understanding the needs of your customers is part and parcel of making an organization successful. Identifying what customers need and why they need it is key to delivering good IT service experience. But do …

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Topics:WhitepapersUser ExperienceITSM

by Stephen Brunsdon, on 24-Nov-2017 12:57:00

It may come as a surprise to you that despite global IT spending lying at a staggering $3.4 trillion USD, more than half of projects across organizations fail1. Building an …

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Topics:VideoBusiness CaseHow-to Guide

by Stephen Brunsdon, on 23-Nov-2017 13:14:00

What are the 7 key attributes that high performing organizations share? Learn what they are and how to incorporate them into your own programme as IT in the Park returns …

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Topics:InsightsEventSelf-Service

by Stephen Brunsdon, on 22-Nov-2017 13:14:00

For IT, it is both the best and worst of times; the perfect opportunity and the perfect storm. Just at the time when technology has become the most critical to …

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Topics:WhitepaperUpgradesITSM

by Stephen Brunsdon, on 21-Nov-2017 13:16:00

One of the most important constants of the ITSM market is evolution. As a heavily dynamic industry, IT relies on forecasts, trends and research statistics to ensure customer requirements are …

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Topics:VideoITSMassyst

by Stephen Brunsdon, on 20-Nov-2017 13:19:00

World-class customer experience is critical to any business. Meet the customers’ demands and you are likely to retain them. Fail to do so and you may lose them to competitors …

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Topics:WhitepapersPodcastUser Experience

by Stephen Brunsdon, on 19-Nov-2017 13:19:00

Summertime is here, but there is no sign of a vacation for the IT industry as it continues to develop and cultivate business success. Increased emphasis on customer experience and …

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Topics:WhitepaperTrendsITAMSelf-ServiceUser Experience

by Stephen Brunsdon, on 18-Nov-2017 13:28:00

How equipped is your organization to reflect a knowledge-sharing culture in IT support? It is an intriguing question when considering when to adopt a peer-to-peer support strategy, and one that …

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Topics:WhitepaperKnowledge ManagementUser Experience

by Stephen Brunsdon, on 17-Nov-2017 13:32:00

Service delivery should be seamless, right? But things don’t always work that way. For this reason, we need to talk about customer feedback — and why the industry often fails …

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Topics:How-to GuideUser ExperienceVoice of User

by Stephen Brunsdon, on 16-Nov-2017 13:38:00

Tired of low response times and resolution rates, poor communication and service interruptions? There’s no need to get too worked up over it. While it is true that these aspects …

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Topics:Case StudyITILSelf-ServiceCMDB

by Stephen Brunsdon, on 15-Nov-2017 13:51:00

Designing or redesigning a Service Catalog? Prioritize the user experience, and you’re more likely to achieve higher adoption rates and greater ROI from self-service. Follow our five-step guide to creating …

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Topics:How-to GuideService CatalogService DeliveryUser Experience

by Martin Stewart, on 14-Nov-2017 13:53:00

A legacy technology-oriented mindset still prevails in many IT departments. Ultimately, however, IT must understand emerging end user contexts and expectations – defined by work pressures and heavily influenced by …

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Topics:WhitepaperUser Experience

by Patrice Burnside, on 13-Nov-2017 13:54:00

Looking for opportunities to increase your IT maturity? It's a long-term process, no doubt. But there are plenty of incremental steps you can take to progress your organizational goals. To …

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Topics:Case StudyIT MaturitySelf-Service

by Stephen Brunsdon, on 12-Nov-2017 13:57:00

Effective service delivery puts the customer first. In adopting this approach, your organization can transform IT from its traditional tech-support origins to a service catalyst capable of accelerating business performance. This strategy revolutionizes the role of …

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Topics:InsightsEventIT MaturityStrategy

by Patrice Burnside, on 11-Nov-2017 14:01:00

In the age of IT consumerization, you're always under pressure to deliver rapid and stable business system development. But, with speed comes risk. Meet the challenge with best-practice ITSM advice …

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Topics:InsightsSharon TaylorResources

by Patrice Burnside, on 10-Nov-2017 14:23:00

If you don’t optimize your IT asset portfolio today, will your organization still exist tomorrow? An estimated four in five organizations have suffered a recent data security breach, with more …

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Topics:WhitepaperPodcastITAMITSM

by Patrice Burnside, on 09-Nov-2017 14:26:00

Have you started writing an IT business case? Or have you already produced a business case for IT innovation, but want to ensure you've covered all your bases? Building an …

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Topics:WhitepaperHow-to GuideVideoBusiness CaseGeorge Spalding

by Patrice Burnside, on 08-Nov-2017 14:34:00

Did you know? On average, strategic CIOs earn $167,000 more than functional CIOs.[1] If you're committed to making your IT program more strategic, mature your approach with actionable advice in …

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Topics:InsightsSelf-ServiceITAMSaaSBusiness Case

by Patrice Burnside, on 07-Nov-2017 14:37:00

Better analytics and automation can empower your IT department to tackle issues that have potentially existed for decades. But that doesn’t detract from the sheer complexity of creating a shared-services …

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Topics:How-to GuideService DeskSelf-ServiceKnowledge Management

by Jonathan Boyd, on 06-Nov-2017 14:39:00

Many of us in the IT industry face an age-old issue with producing reporting that actually promotes and enables success from a tidal wave of data: it’s all relevant, yes, …

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Topics:WhitepaperReportingITSM

by Patrice Burnside, on 05-Nov-2017 14:40:00

As an IT champion, you're no doubt skilled at multitasking and always looking for ways to improve your knowledge of the fast-moving field of service management. That's why we've produced …

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Topics:PodcastWhitepaperESMStrategyITAM

by Patrice Burnside, on 04-Nov-2017 14:42:00

The dramatic growth of service management driven by software-as-a-service (SaaS) has been one of the most exciting IT trends to observe in recent years. That topic features among the key service …

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Topics:WhitepaperTrendsReplacementSaaS

by Patrice Burnside, on 03-Nov-2017 14:44:00

Process optimization: this is the top opportunity for improving service management in 2016, according to more than 100 service management experts who participated in our research. Do your goals resonate with …

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Topics:WhitepaperTrendsProcess Optimization

by Patrice Burnside, on 02-Nov-2017 14:48:00

If there's one thing everyone in the service management community has in common, it's how incredibly busy we are, day in, day out. On the one hand, we are fortunate …

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Topics:PodcastITSMStrategyBusiness CaseService Delivery

by Patrice Burnside, on 01-Nov-2017 14:52:00

Across our LinkedIn community and beyond, we love to share great resources designed specifically to help improve your ITSM program. With 2015 winding down, now's the perfect time to revisit some of …

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Topics:WhitepaperTrendsService CatalogService DeliveryESM