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Sophie Danby

Sophie is a freelance ITSM marketing consultant, helping ITSM solution vendors to develop and implement effective marketing strategies. She covers both traditional areas of marketing (such as advertising, trade shows, and events) and digital marketing (such as video, social media, and email marketing). She is also a trained editor.

The Service Value Chain in ITIL 4

The ITIL 4 Foundation Edition introduced the service value chain in 2019, as an operating model to facilitate value realization. We’ve first talked about the topic on our Definitive Guide ...

Mental Health and the Service Desk: How Leaders Can Safeguard Their Teams

The COVID-19 crisis has changed the way we live and work forever. It’s...

Conflict Management and the Major Incident Management Process

Major incidents are, by their very nature, stressful and intense. The ITIL...

The Best Books to Read About ITSM

Books! Who doesn’t love books? Whether you’re one for the latest thriller...

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