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5 CX Wins from Service Desk Actions

5 CX Wins from Service Desk Actions

This practical guide looks at 5 service desk-driven operations which help improve customer experience inside and beyond the IT organisation. Read on…   1. Multi channel self-service puts the customer first Firstly, we’re going to look at how multi channel...
David and Goliath – who are you betting on?

David and Goliath – who are you betting on?

A classic dilemma for an IT professional tasked with sourcing and procuring products and services for their company is: “do I play ‘safe’ or go with what looks the best solution, regardless of the provider?”. Put another way, this is often a vendor case of David...
ITSM: Best Of Breed Or Jack Of All Trades?

ITSM: Best Of Breed Or Jack Of All Trades?

It’s the age-old argument within the world of IT – create and integrate a solution using a combination of perceived best of breed products, or opt for an all-in-one alternative, with potential pros and cons in each case. Best of Breed ITSM The dilemma dates back even...
2020 – ITSM community shows strength

2020 – ITSM community shows strength

I think we’ll all be glad to see the back of 2020. The COVID-19 pandemic and all it entails has created a roller-coaster of a year which has tested our individual and combined strengths to the limit. At hth华体会OB体育登录, we hope we’ve done our bit to help to help the ITSM...
When ITSM becomes ESM

When ITSM becomes ESM

Over the past two decades, IT in general has seen a change in mindset, from technology-driven thinking to a solutions-based approach. The evolution of ITSM software into the wider remit of Enterprise Service Management (ESM) is just one enactment of this train of...
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