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ITAM vs ITSM – how they differ and complement each other
Industry expert Stephen Mann dives into ITAM vs ITSM. What exactly is IT Asset Management (ITAM) and how does it relate to ITSM?
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What the perfect shared services manager looks like
What does the Shared Services Manager role entail? Stephen Mann shares the 7 responsibilities and ideal traits of a shared services manager.
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A shared services model – the next evolution of ESM
How do you implement a shared services model? Learn how to make the most of the benefits of Enterprise Service Management (ESM).
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5 SLA best practices for better business outcomes
Discover how to make your Service Level Agreements actually work with industry expert Stephen Mann’s five SLA best practices.
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What happened to the ITIL service lifecycle in ITIL 4?
Spoiler alert: the ITIL service lifecycle is gone in ITIL 4. But don’t worry: it isn’t dead and you can still use it. Find out what your three options are.
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5 ITIL incident management best practices
How can your IT service desk create even more value? Stephen Mann shares five ITIL incident management best practices that’ll improve your IT service desk.
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10 practical ITIL problem management tips to help you get started
How can you justify adopting problem management? Read these 10 practical problem management tips to get started.
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ITIL problem management: can ITIL 4 finally fix the problem?
Many organizations only use ITIL problem management tools and techniques in a reactive way – usually in response to a major incident. And that’s a problem.
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Service Desk Bingo: How many squares can you cross off?
We’ve designed a Service Desk Bingo card that contains a number of common scenarios. How quickly can your team chalk up a full house?
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How to say no: 4 steps for handling service requests
One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied?
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Which Sesame Street character at the service desk are you?
Which Sesame Street character at the service desk are you? Take the quiz to find out and download our Microsoft Teams background for your next video call.
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