April 19, 2023 With all of the IT industry interest in employee experience (EX), you might be looking for insight into the what, why, and how of customer journey mapping and how it improves IT support operations and outcomes for employees. To help, this blog introduces customer journey mapping and how it will improve your IT service desk. [...]
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March 22, 2023 In terms of the IT service management (ITSM) opportunities available to organizations to improve their IT service delivery and support [...]
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February 23, 2023 It’s a generalization, admittedly, but how often does the excuse “people who have excelled at technology management get promoted to [...]
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January 5, 2023 IT service management (ITSM) is all about improvement and, if the AXELOS 2022 ITSM Benchmarking Report and survey data is correct, [...]
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December 19, 2022 The introduction of ITIL 4 in 2019 brought a focus on value co-creation and value streams over the traditional process-based approach [...]
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November 29, 2022 More and more IT organizations are recognizing the opportunity of AIOps and Digital Employee Experience (DEX) Management. It’s great [...]
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October 19, 2022 Unless you’ve been hiding under a rock for the last two years, you’ve likely heard about experience level agreements (XLAs) and the [...]
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September 29, 2022 Your organization might have already undertaken its first budget planning round for 2023 IT operations. Whether it has or hasn’t, have [...]
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August 31, 2022 Have you heard of sustainability? You probably have. But have you linked your IT organization’s strategies, activities, and goals into [...]
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July 21, 2022 If, like the IT industry as a whole, your IT organization is currently interested in how employee experience measurement and [...]
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May 4, 2022 It’s great to see the growing IT service management (ITSM) interest in employee experience, especially when IT organizations use [...]
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April 7, 2022 The opportunity of artificial intelligence (AI) for IT service management (ITSM) has been the subject of blogs, papers, webinars, and [...]
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February 24, 2022 If, like me, you’ve benefitted from automation in your IT service management (ITSM) role for at least the last decade, if not two, you [...]
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