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Prompted by Aberdeen Group’s report Embracing 21st Century ITSM, I’ve been thinking about the causes of end-user dissatisfaction with IT support....
If you run an ITSM operation and your users seem unhappy, you’re not alone. As I discussed last time, a recent Aberdeen Group report,Embracing 21st...
A new report from Aberdeen Group, Embracing 21st Century ITSM by Jim Rapoza, uncovers some quite alarming facts about user attitudes to ITSM. In...
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...
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...
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...
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...
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...
Last time I introduced our new Smart Guide, Harnessing the Power of Peer-to-Peer Support, designed to help ITSM teams achieve greater efficiencies...
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