Wednesday, November 25, 2020
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Service technology convergence

Technology convergence – Joining the dots

Service technology has come a long way, but what is its role in the modern organisation? In the beginning Helpdesk software and contact management software were...
CSM and ESM – simplifying the service management acronym maze

CSM and ESM – simplifying the service management acronym maze

Ever since the early days of the IT Helpdesk and its expansion into other areas of the business, we have seen the industry come...

Using evolved self-service to shape user experience

How service management’s ugly duckling became a swan As someone who has worked in service management for 25 years, I am still surprised that so...

ITSM Burger

How the right partner can give you the perfect service management sandwich The simple burger. Beef patty, bread bun…done…right? In reality, we all have our own...
ITSM thats all folks-1 year on

ITSM – that’s all folks! – one year on

A year ago I wrote an article on why application convergence could spell the end for niche IT Service Management products – One year...
ServiceMuse - Rewiring service provision with SIAM

SIAM: Rewiring Service Provision

Andrew Smith explains how businesses can provide a service strategy that delivers for every employee, every customer and beyond. Digital transformation and its skills gap,...