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Featured Resource: Special Report

The State of Enterprise Service Management (2018) 

The expansion of the principles and practices of IT service management (ITSM) to areas outside of IT has been accelerating for several years. The goal of the present study was to uncover the extent of the expansion of enterprise service management. What are organizations actually doing in 2018? Learn more... 

There is no one right way to create a categorization scheme, but there are ways to make the process work for your organization.
Tag(s): supportworld, service management, incident management, process
November 5, 2019

How one service desk built a knowledge management strategy with the resources and tools they already had.
Tag(s): supportworld, knowledge management, knowledge-management-systems, KCS, service management, support center, service desk
October 30, 2019

The combination of AI and automation can replace or improve upon existing manual processes and also add intelligence to IT management tasks.
Tag(s): supportworld, automation, service management, support center, technology
October 28, 2019

With the right strategy, asset management, governance, and IT security can complement and support each other.
Tag(s): supportworld, service management, asset management, security management, governance
October 22, 2019

Roy Atkinson talks with Barclay Rae about the evolving role of IT, digital transformation, and related topics.
Tag(s): supportworld, podcast, service management, business value, technology
October 17, 2019

The customer experience will gain a lot from a choreographed dance routine between ITSM and DevOps.
Tag(s): supportworld, customer experience, devops, ITSM, service management
October 15, 2019

When changing your ITSM tool, the way the change is handled greatly determines the speed of adoption and the overall success of the transition.
Tag(s): supportworld, service management, ITSM, tools, workforce enablement, workforce enablement
October 10, 2019

Carlos Casanova delves into how to apply a systems approach to conquer the challenges of implementing a CMDB.
Tag(s): supportworld, service management, service desk, configuration management
October 8, 2019

A Business Continuity Plan can be invaluable in the case of minor incidents and a huge benefit in the unfortunate event the full BCP has to be activated.
Tag(s): supportworld, service management, disaster recovery, business continuity, business continuity planning
October 2, 2019

Understand why continual service improvement efforts are often abandoned after initial success and how to successfully integrate CSI activities into normal operations.
Tag(s): supportworld, service management, continual service improvement, process-improvement, practices and processes, methodology, framework and methodologies
September 27, 2019