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10 Tips for Effective Software Asset Management

Software asset management (SAM) is the capability, and a set of processes, that enables IT departments to better manage their software assets at an enterprise level. It’s part of the wider need for IT asset management (ITAM) and is also a key part ...

What is Enterprise Service Management?

Enterprise service management (ESM) is the extension of IT service management (ITSM) principles and capabilities to other areas of an organization. This will typically include not only using the same ...

Problem Management in an ITIL 4 World

Problem management, done well, can be highly beneficial to IT departments and the employees and businesses they serve. It can increase first-time fix rates, reduce incident volumes and related costs, ...

Design Ideas for Your Self-Service Portal

Picture this: a new security patch is released and needs to be installed on every one of your company’s devices. For some, this is an automatic process; for others, perhaps with older hardware, it ...

Power to the People: Service Desk 7

Workplaces are in the midst of a paradigm shift. As companies deal with a workforce that is all but scattered to the winds, they need a way to optimize their processes, give visibility to their IT ...

What to Look for in an ITAM Tool

Selecting an IT asset management (ITAM) tool can be tricky. The IT management market is awash with ITAM tools but how do you know which will really deliver against your organization’s needs? But ...

Change Enablement in an ITIL 4 world

Change management is the IT service management (ITSM) capability that ensures change is delivered effectively and safely, delivering outcomes that enable the business. Done well it can deliver new ...

The Essential Guide to Creating an IT Service Catalog

The state of work is constantly changing, responding to rapidly evolving circumstances and, in turn, shaping the way we understand the role of technology within our day-to-day lives. As we rush to ...

Getting the IT Service Desk and IT Security Teams Working Together

One of the biggest current risks/threats to organizations is cybercrime, so it’s unsurprising that phrases such as “security is everyone’s responsibility” are popular. There’s also a need for IT ...

Service Level Management in an ITIL 4 World

Service level management (SLM) is the IT service management (ITSM) and ITIL practice that helps to ensure IT delivers the outcomes needed by the business. Done well, it can improve relationships, add ...

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