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Re: How to Notify Multiple Admins When a Ticket is Assigned to Someone?  
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ITSM Basics: What Is Service Transition? (Part 2)
Welcome back! I hope you read the first part of this blog that looked at what ITIL’s service transition is – across transition planning and support, service asset...
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ITSM Basics: What Is Service Transition? (Part 1)
Be warned – I’m about to get all ITIL on you as I explain what ITIL's service transition is. A good place to start is that – it’s the phase of the...
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How to Replace Your IT Service Management (ITSM) Tool
One of my customers was using a very old IT service management (ITSM) tool. It was no longer supported by the vendor, and really didn’t meet their needs, so they asked me...
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Key Changes in ITSM in 2018 and What We Should Learn
What happened to 2018? It’s probably my age – I’m older than I look – but we seem to be clocking up the years in IT service management (ITSM) far quicker than we used to...
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ITSM Basics: The State of IT Service Desk Metrics as We Enter 2019
There are three common IT service management (ITSM) areas where IT service desks often state that they’re struggling, or at least say...
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How to Assess the Risk of a Change with 5 Simple Questions
One day real soon, machine learning and other forms of artificial intelligence (AI) will deliver on what they promise and truly help IT...
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