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3 Key ITSM Trends for 2021

When writing about IT service management (ITSM) trends for the year ahead, in some ways it’s hard to get past what will likely be the biggest ITSM trend for 2021 – that’s digital transformation. It seems to have been a long time coming, with the concept of digital transformation now at least ten years old. But now the initial and ongoing adverse impact of the global pandemic has pushed it up ...

IT Service Desks: It’s Time to Understand the Importance of Employee Experience

One of the hottest IT service management (ITSM) trends right now is employee experience. But what does this mean for your IT service desk? Especially in light of the COVID-19 crisis, where employees ...

3 Key 2019 Trends for the IT Service Desk

How’s your IT service desk faring? Hopefully it’s meeting all the agreed service level agreement (SLA) targets, your end users and customers are happy, and so are your service desk agents. Or maybe ...