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WIIFM: A Key Tool for Change Managers

The first rule of change management is that people don't like to change, and anyone involved in managing a major change will tell you this is all too true. WIIFM is an acronym that stands for What Is In It For Me. In essence, it’s a truth that ...

Help Desk Agent Job Description

The Help Desk Agent position at any IT Service Management operation is paramount to their longevity and success. Service desk agents require several skills since they are the ones in charge of ...

AWS vs. Azure vs. Google Cloud: Which Cloud Provider is Best?

Over the last two decades, we have seen companies move to the cloud in hordes and presently, the cloud is often the default option for almost all new enterprises. Only companies in a very narrow ...

All About ITOPS: IT Operations Roles & Responsibilities

IT Operations or ITOps have long been a key part of IT service management (ITSM) for organizations. It has played and continues to play an important role in maintaining organizations’ IT ...

Is Service Management Relevant for Digital Transformation?

More and more, organizations are shifting towards the digital workplace, embracing all the advantages that a full digital transformation affords. Customers are also moving away from traditional ...

Help Desk Manager Duties & Responsibilities: How to Start Your Career

The help desk plays a critical role in the customer experience and the relationship customers have toward the organization. They are often the point of communication between the customer and a ...

How to Boost Help Desk Agent Productivity (By Avoiding Burnout)

IT help desk agent productivity is a much-discussed subject, but one that few seem to actually get a handle on. But what are the basics when it comes to increasing the productivity of your service ...

Cloud vs. On Premise: Which is Better?

With the wide range of services and flexible pricing models offered by providers, more and more organizations are moving their businesses to the cloud. According to Gartner, enterprise spending on ...

Soft Skills vs. Hard Skills, and Why You Need Both in IT

When you think of the necessary skillset to operate and excel in the world of IT (and certainly in the world of IT Service Management), chances are your brain automatically defaults to what is known ...

The Most Common Mistakes Made By Service Desk Managers

The role of the IT service desk manager is not an easy job. It takes a lot of knowledge and experience to manage an IT service desk efficiently. With rapidly evolving technology and accelerated ...
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