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The Curious Case of the Wasted IT Investment

There’s no doubt that if you want to be an efficient IT organization, you need efficient tools. Some might say that you need the best tools. But when happens when those tool investments fail? And perhaps, more importantly, how do

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artificial intelligence data
Good AI Will Not Fix Bad ITSM

If you google “AI ITSM,” you’ll receive almost a million results of various articles, predictions, and guides detailing how AI will transform ITSM. The promises in every headline are exciting: You can learn how AI can “make great things happen

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5 Signs You’re Leading a Modern IT Organization

There was once a time when IT was the “department of innovation”. IT held the keys to the technology and fearlessly led the way towards a tech-savvy future. But that all changed. Technology quickly became mainstream and consumerized. You suddenly

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Alexa Is NOT the Service Management Star You’ve Been Searching For

Have you been hearing the news? There’s a brand new rising star in the Service Management world. She’s tech-savvy, has fantastic people skills and is extraordinarily productive. Her name is Alexa. But I hate to break it to you- I

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The AI Playbook – 3 Key ITSM Plays to Make When Implementing AI

AI is one of the fastest growing tech trends across all industries. 20% percent of business executives said their companies plan to implement AI across their enterprise in 2019, according to research from PricewaterhouseCoopers. AI is the approach of using

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What IT Organizations Can Learn From the Indy 500

If you live or work in Indianapolis, then you know that May is all about the Indy 500. Known as “The Greatest Spectacle in Racing,” the Indy 500 features 33 of the top racecar drivers racing for 200 laps to

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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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Process design
Why Your Process Isn’t Working “As Designed”

Almost everything in an organization is a sequence of tasks. In fact, many people describe a business as the “sum of all its processes.” This is why many IT leaders and consultants focus on process design. However, many IT

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