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I’m delighted to introduce our latest Smart Guide on Harnessing the Power of Peer-to-Peer Support, which is designed to help you deliver more...
In this short series of blogs, I’ve been pondering issues discussed in more detail – with practical suggestions – in Evolving Your Service Desk, a...
I’ve been posting here about some of the issues addressed by the new report we’ve published with the Service Desk Institute (SDI), Evolving Your...
In this series of blog posts, inspired by the new report we’ve published with the Service Desk Institute (SDI), I’ve been talking about why and how...
In my last blog post, I told you about Evolving the Service Desk, a new report that we’ve prepared jointly with the Service Desk Institute (SDI)....
I’m excited to announce the publication of a new report called Evolving the Service Desk, which we’ve prepared jointly with the Service Desk...
The next generation of IT Service Management Traditional ITSM best practice frameworks have served us well, providing sound advice and guidance on...
In this series of blog posts I’ve been discussing how we can profitably update the notion of a shift-left service strategy. Last time, I talked...
In my previous post I discussed the idea of “shift-left” and mentioned that self-service is a vital tool in moving issue resolution to the lowest...
First introduced a few years ago, the shift-left service concept is about “moving issue resolution to the lowest cost level in the service and...
In earlier blog posts I’ve been making the case for a collaborative service management environment, and discussing how best to use one. I’d like to...
Having made the case in earlier blog entries for providing a collaboration space for your staff and users, I’d now like to share some tips for...
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