• ITSM Tools and the Pain of Change – is it worth it?

    ITSM Tools and the Pain of Change – is it worth it?

    Why is it that surveys constantly tell us that we are not happy with the ITSM tools used at service desk? Is it really the tool’s problem or, as seems more likely to me, do we just not use them properly? A joint research project carried out by SDI (Service Desk Institute) and Freshservice showed
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  • Almost like being there

    Almost like being there

    One of the things I love about working on the AllThingsITSM website and podcast is the opportunity I get to work with some great people and attend top-class industry events. It is a few years since I have had the chance to attend the itSMF UK annual conference, but thanks to our premier sponsor, Cherwell
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