The ITIL IT service management (ITSM) body of service management best practices is now 36 years old. However, despite this longevity, there are still areas where IT organizations continue to seek help. One of these is which IT metrics to focus on, particularly for the IT service desk and corporate IT support capabilities. [...]
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The IT service management (ITSM) industry has long suffered from ITSM tool churn, often because ITSM tool customers fail to receive the [...]
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There’s no doubt that the use of artificial intelligence (AI)-powered Copilots will revolutionize IT service desk practices and how IT [...]
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So in case you hadn't worked it out yet, I'm Joe! Hello there. I'm a native New Yorker and I love everything connected to IT service management (ITSM). I'm a passionate blogger and Twitter addict, and I'm also the resident IT guy at SysAid Technologies.