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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.
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IT Governance: Definition, Frameworks, and Best Practices

IT governance is the glue that holds the rest of IT Service Management (ITSM) together. It ensures that your organization, its data, and its people are protected. Effective IT governance ...

7 Signs You Need IT Support in Your Organization

It's pretty common for most organizations to haveIT support. But does it...

What is IT Support? Definition, Scope, Benefits, and Tools

Are you wondering whether to include IT support in your business? Then...

Why and How to Set up a Tier 4 Help Desk

The tier 4 help desk is the final layer in the 5 levels of IT support. Its...

What Does Tier 3 Help Desk Do? Duties, Skills, and Examples

Tier 3 help desk is the fourth layer in the five levels of IT support. Its...

The Basics of Tier 2 Help Desk

The tier 2 help desk is a key player in the IT support operating model....

The Ultimate Guide to Tier 1 Help Desk: Functions, Responsibilities, and Examples

The tier 1 help desk is one of the most essential aspects of effective IT...

What is a Tier 0 Help Desk?

IT support and service delivery mechanisms are changing. End-users are...

2023 ITAM Trends: 12 Key Things to Keep in Mind for Next Year

  IT asset management (ITAM) is a critical corporate capability for...

Top 10 ITSM Trends to Watch Out for in 2023

IT service management (ITSM) is a critical corporate capability, but what...

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