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Vawns Murphy

Irish mum of 3. ITIL V2 Manager (red badge) and ITIL V3 Expert (purple badge). SDI Managers certificate. Further qualifications in COBIT, ISO 20000, SAM, PRINCE2 and Microsoft. Author of itSMF UK collateral on Service Transition, Software Asset Management, Problem Management & the "How to do CCRM" book. Reviewer for the Service Transition ITIL 3 2011 publication.
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10 ITSM Resolutions for 2021

I think we can all agree that the best thing about 2020 is that it’s over. I for one am embracing the “new year, new mindset idea,” so this blog is about ten things you can do to make life ...

How ITIL 4 Enhances Service Management

ITIL and service management go hand-in-hand. But it’s important to...

10 Tips for Handling an Angry Customer

It’s never fun dealing with complaints and customer escalations,...

5 Ways to Overcome Superhero Syndrome in IT Support

Let’s face it. Everyone loves a superhero. The Avengers, Batman, even...

IT Asset Management Myth Busting

So, here’s the deal. IT asset management (ITAM) as a capability is...

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