ITSM
IT Service Management provides a practical approach to designing, employing and managing the way IT is used in an organization. Get the latest information related to ITSM best practices, challenges and solutions.
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xMatters and Dynatrace combine to bring AI-based Monitoring to Incident Management
Automation in the incident management space has revolutionized service management in recent years. Adding artificial intelligence into the mix greatly improves the ability of this automation to really deliver outstanding customer service. xMatters (www.xmatters.com), the integration-driven collaboration platform, has just announced a new integration with Dynatrace (www.dynatrace.com), an AI-based monitoring system, to enhance incident management
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ITSM Community: What Are We Trying to Achieve?
It’s a bright Autumn day and I’m walking around the neighbourhood that I know and care for like an old friend. An exhausted scrap of Atlantic storm has trundled in overnight. No serious damage, just a scruffiness about the place, some minor debris, a few of the smaller branches of the old oaks littering the
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Build Trust through Communication to Create Your Team
Create a Culture Supportive of IT Teams Identifying and keeping great staff and members of your team, and making sure they stay on with the organization, is one of the most difficult challenges any manager will face. Even more daunting for IT and service desk managers is that they often face two obstacles related to
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5 Reasons Why Online User Manuals Are Cost Effective
User manuals are documents that companies create in regard to various products or services that they provide. The point of these documents is to explain how to use a certain product correctly and, more importantly, safely. This is a method for customer support that can help businesses get better results. On top of that, these
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Change Management – Now You Know What it is, it’s Time to get Started!
Congratulations! You know what change management is. Now it’s time to set up the process in your organization. There are essentially two ways to start the process. Using an input or trigger. Inputs to the change process are : “request for change” or a “change proposal.” A trigger can be an organizational event such as
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DevOps Metrics & KPIs: How to Measure for Success
You’ve integrated DevOps to help drive your company’s digital transformation. But how do you track the success of your DevOps initiatives and communicate these objectives in a meaningful way to your organization? This can a tricky process because, by design, DevOps isn’t a formal framework and provides limited guidance. The key to success is to
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New Technology – Articulating Value for the Business
There is a parable about blind men encountering an elephant for the first time that reminds me of how new technology is often leveraged at organizations. Each blind man touches the elephant in a different place and only in that one place. As you would expect, each man comes to a dramatically different conclusion of
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Cybersecurity Needs a Human Firewall – Organizational Change Management is Key
Cybersecurity is more than just technology, policy, processes and protocols. It’s also about people. Without a people firewall, a technology one will be futile. Building an effective human firewall requires effective organisational change management (OCM). Why? Because you are asking people to do things differently and to do different things. Act different! So what are
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