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5 ITIL Standards and Best Practices Your Help Desk Should Be Following

Let's say you’re already adhering to ITIL standards and an ITIL maintenance plan. That's excellent. But as we know, improvement is a “forever” process; an ongoing, continuous, ever-present quest for betterment. With that in mind, we think it’s a ...

Suresh GP on Expanding the Value of IT Beyond Service Management

Is the value of IT limited to service management?  As the world turns and needs and attitudes towards work continue to change, there comes a point where service management is not quite enough; ...

Knowledge Base Definition: Tips, Tricks, & Best Practices

You’ve heard it before: knowledge is power. For organizations, the collective knowledge of employees and stakeholders about a products, customers, and internal business processes is one of their most ...

A Deep Dive Into the Emergency Change Control Process

Change management is an essential part of IT service management (ITSM), and it's a tightrope walk between implementing the change as fast as possible and mitigating the risks. The risks go up when ...

The Common IT Self-Service Pain Points and What to Do About Them

How long has the IT industry espoused IT self-service capabilities’ IT support benefits yet failed to realize them fully? They make so much sense, offering “better, faster, cheaper” service and ...

What are OKRs? A Guide to Objectives & Key Results

Objectives and Key Results or OKRs are a popular goal management framework that helps organizations achieve goals by building specific and measurable actions as well as communicating and monitoring ...

CRM vs ITSM: What are the Differences & Similarities?

In the world of IT, it’s common to see the terms CRM and ITSM being thrown around without much explanation of what they are and what they achieve in the grand scheme of things. The truth is that ...

How to Choose the Best ITSM Vendor

IT service management (ITSM) is big business. There are so many tools, vendors, and resellers out there, so how do you choose? If you work in a service desk or ITSM environment, the ITSM tool will be ...

The Definitive Guide of Podcasts for IT Professionals for 2022

Podcasting is experiencing record-setting numbers in 2022. It seems that if you’re interested in a subject, no matter how obscure, then it’s very likely that there’s an abundance of podcasts covering ...

So You've Set Up a Remote Help Desk Software... Now What?

Already set up your remote help desk software? Good on you! You surely already know the advantages of a cloud-based help desk, and the fact that it's a great aid to your company and clientele alike. ...
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