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ITSM Processes

ITIL problem management: can ITIL 4 finally fix the problem?
By Stephen Mann on January 16, 2020

You know about ITIL 4. And you know it’s not flawless. But how does it handle problem management? We’re excited to present this guest blog by industry expert Stephen Mann. Let’s find out...

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ITSM Processes

The votes are in: these are the best posts of 2019
By TOPdesk on January 2, 2020

Welcome to the year 2020! Now that 2019 is drawn to a close, we’re looking back at what you thought were the most interesting stories on the TOPdesk blog. And of course, we’re looking...

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ITSM Processes

The top 5 ITSM trends 2020
By Niek Steenhuis on December 5, 2019

How will ITSM change in the coming year? Just like we did last year, we collected the 5 most relevant ITSM trends for 2020 that will change service management.

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ITSM Processes

ITSM & DevOps: Friends or foes?
By Jeroen Boks on November 21, 2019

You’ve heard of DevOps. You know it means that development and IT operations will work together more. The goal is to make better products for customers faster, and to be more aligned...

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ITSM Processes

Halloween: 5 IT security nightmares to keep you up all night
By Fijke Roelofsen on October 31, 2019

It’s October again. It's time for Halloween, so it’s the season to be scared. It’s probably not a coincidence that October is also Cyber Security Awareness Month, because if there’s one...

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ITSM Processes, AI

What can chatbots do for your service desk?
By Acacia Kooij on October 24, 2019

Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn...

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ITSM Processes

Do your incident categories make sense? A checklist of 6 questions
By Sarah Bilton on October 10, 2019

Your team probably spends a lot of time registering categorizations for your incidents. But to what end? Does it help your team handle incident faster? Check out these 6 questions to see...

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ITSM Processes

AI: your trusty service desk sidekick
By Arvind Ganga on October 3, 2019

What do Chewbacca, Luigi and Dr. Watson each have in common? They’re all trusty sidekicks who ensure that Han Solo, Mario and Sherlock, respectively, excel in their work. AI does exactly...

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ITSM Processes

Changes in IT: a peek into the future
By TOPdesk on September 19, 2019

The world is changing fast, and companies have to keep up. Why are some companies so much better at embracing the digital era than others? Peter Hinssen has the answer. So watch the...

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ITSM Processes

5 Problem Management best practices
By Hannah Price on September 12, 2019

In Service Departments, there’s a tendency to focus on resolving immediate incidents rather than addressing the underlying problems. The catch-22 is that those problems lead to more...

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