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Having strong knowledge base for your users can eliminate repetitive and easily avoidable support requests. But just the mere existence of knowledge isn't sufficient. Effective knowledge management is key to drive self service among your users.Here are 3 helpful tips for effective knowledge manageme...
Enterprise service management is about applying a service-oriented business model to the way your organization works.In other words, it is the use of IT service management (ITSM) principles and capabilities in other business areas to improve their operational performance, services, experiences, and...
In a 2021 survey I ran with AXELOS, we found that two-thirds of organizations are already using their ITSM capabilities outside of IT to help the operations, services, experiences, and outcomes of other business functions.The most popular drivers were: Challenge/Opportunity Percentage...
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