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5 Modern Use Cases for Service Management

“Service Management” is in desperate need of a rebrand. For years, service management was synonymous with IT. It was branded as IT service management. But service management isn’t strictly about the service desk or specific methodologies. Service management is about

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How To Avoid the Ghosts of ITSM Past

What happened to IT service management? It feels like not that long ago IT was the master of its domain. But things have changed. Shadow IT is rampant in most organizations, there are higher expectations from consumers and less patience

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The CIO’s Guide to Enabling a Hybrid Workforce

Looking back on 2020, one thing is certain: COVID-19 has permanently changed the way we work. Earlier this year, CIOs and IT departments were responsible for keeping organizations online and running as the world went into lockdown. The CIO role

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When Your Remote Work Solution is No Longer a Solution

CIOs led the overnight transformation from in-office to remote work environments for many organizations in 2020. All over the world, CIOs enabled their organizations to continue work and stay in business amid a global pandemic. The accomplishment was astounding and

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broken workflows
How to Fix Your Broken Workflows — For Good

Every business leader wants the same three things: to reduce risk, increase revenue, and decrease expenses. Often, there is a general assumption that technology is the only way to accomplish these goals using IT. I’ve seen it time and time

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The Opportunity of Failed IT Plans

What went wrong in 2020? I know, it’s a big question and most people would probably say “Everything.” Or at least, many CIOs would confess that the original strategic plans they had for 2020 were not executed. There were

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Can the CIO Save The Day?

This year has been a banner year for IT. It’s only because of IT that so many organizations could continue operating in the face of the pandemic. IT has done its job on winning over the rest of the organization

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Can good ESM lead to better EX?

What is employee experience (EX)? A recent Forbes magazine article described EX as “the sum of all interactions that an employee has with her employer during the duration of her employment relationship. It includes any way the employee "touches" or

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Are You Winning the IT Participation Trophy?

IT has gotten a bad rap in the past and I think it's partially deserved. There are still far too many IT leaders just willing to phone it in. That’s an old way of leading IT and it’s about winning

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How IT Can Enable Organizations to Make Data-Driven Decisions

Technology is one of the biggest and most important investments that any organization can make. In the past, many decisions about technology investments were made within the C-suite or demanded by other departments and IT simply complied with those requests.

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