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We've now come to the end of this short series in which I’ve been looking at the whys and wherefores of collaborative ITSM. I’d now just like to sum...
In this blog series I’ve been looking at some findings from a recent report, Building the Connected IT Service Organization by Jim Rapoza of...
Task Automation provides the ability to automatically create and assign tasks to be completed by users or the automatic applying of actions and...
In my last post, I discussed why collaborative ITSM is such a strong response to current user needs and expectations. This time I want to talk about...
In my last post I introduced you to a recent Aberdeen Group report, Building the Connected IT Service Organization by Jim Rapoza. This time I’d like...
The Asset List provides options for viewing, searching, and adding assets. Manually adding assets is done by first selecting a definable asset type...
In this new series of blogs I’d like to introduce you to a recent Aberdeen Group report, Building the Connected IT Service Organization by Jim...
The Hornbill Mobile lets you post questions or issues in workspaces where co-workers or the Service Desk can then help you get back on your way...
As I’ve argued in this blog series, peer-to-peer support is potentially an extremely valuable aspect of today’s ITSM. In particular it’s a useful...
For easy formatting of text in Hornbill, wiki markup can be used for adding italics or bold to text, creating bulleted or numbered lists, and...
In my last post, I discussed how peer-to-peer support, like self-service, fits in with the expectations and preferences that carry over from our...
In connection with our new Smart Guide on Harnessing the Power of Peer-to-Peer Support, I’ve been blogging about the case for getting users to help...
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