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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 processes or practices used in ITSM, but also the ...
In our last post, we examined how the ITSM Dream Team of tomorrow will look somewhat different than the team of today. We spent some time looking at the expanding roles and responsibilities that IT ...
As we dive deeper into the conversation on building your ITSM Dream Team, it’s important to look ahead at what we see as the future of ITSM. To add more context to the conversation, we will be ...
We’re excited to celebrate our everyday heroes from October 5th to October 9th as part of Customer Service Week 2015! There should be a lot of great content coming from the Twitterverse and it’s ...
The Series So Far: Engagement and Empowerment
Series Background
Recapping The Series So Far
