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digital transformation
Enterprise Service Management or Enterprise Silo Management?

Kelly orders chocolates through her favorite confectioner’s digital storefront from the comfort of her living room. Kelly makes her selection, enters her credit card and shipping information, and presses the “order now” button. Within seconds, she receives an on-screen message

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You Earned Your ITIL 4 Foundation Certification… Now What?!

I recently polled my Twitter community on whether or not they are interested in receiving their ITIL4 Foundation certification. I was surprised to learn that the majority either did not have immediate plans or did not plan on ITIL4 Foundation

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How ITIL4 Opens the Door to ESM

A prevalent approach to Enterprise Service Management (ESM) today is to extend the use of the IT Service Management (ITSM) tool to other areas of an organization outside of IT.  Some organizations also try to apply their existing ITSM

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The Battle for the Hearts and Minds of IT

There’s a battle afoot within many IT organizations. In one corner is the “up-and-comer” DevOps, with its promise to be responsive and deliver technology-based solutions with velocity, while making positive changes to the culture of an IT organization. And in

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What To Expect From ITIL 4

It’s been 8 years since the last update to ITIL®[efn_note]ITIL is a registered trademark of AXELOS Limited.[/efn_note] and it’s safe to say that the industry is interested in this newest iteration. Last month, ITIL 4 Foundation was officially rolled

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IT Service Management Still Matters – Here’s Why

Believe it or not, your company has always been doing IT Service Management (ITSM) – from the moment it first used a computer.  Whether formally defined or not, ITSM exists in some form in every organization that leverages technology

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5 Ways Processes Make SMBs More Agile

“Processes” often sound like a dirty word for small and medium-size businesses (SMBs). When you’re working in a small organization, your team has no choice but to work together to ensure maximum productivity.  Many SMBs worry that processes

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4 Surprising Reasons ITSM Really is for SMBs

There is a nasty rumor going around the IT world about ITSM. Some professionals and organizations think that ITSM is nothing more than a bureaucratic mess of processes that only inhibits productivity and can only be effectively implemented by

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silo mentality
How to Defeat Silo Mentality

There’s a beast lurking in many organizations. It can tear an organization to shreds from the inside out, quietly and quickly. No, I’m not talking about some horror movie. I’m referring to silo mentality. It’s a growing problem for many

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digital transformation
What Digital Transformation Looks Like for Small Businesses

Digital transformation is a top priority for most organizations today. Across the world, CEOs and COOs are starting to shift their budgets and their organizations to be more digital-friendly. But what does that mean for organizations that don’t have massive

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