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What characteristics, talents, and organizational culture contribute to today’s successful service management team? This is significant because the Covid-19 pandemic has driven enterprises to shift more quickly: increasing efficiencies and decreasing expenses that will help them avoid extinction next year or even next quarter. As a result, the

Maturity in a service organization is measured by capabilities, processes, procedures, and how successfully you perform. Your activities are inconsistent, inefficient, disorganized, or simply failed due to a lack of maturity. Consider this hypothetical service desk call: a user has a problem with his PC and calls the service desk

How ubiquitous is Bimodal IT seven years after Gartner’s definition, and has it established itself as a concept? Bimodal IT, as defined by the research company in 2014, is the discipline of managing two independent but consistent styles of work: one focused on predictability in key business systems and

IT service management (ITSM) talent is in higher demand than ever before. One of the factors driving this is that the world has become much more sophisticated very quickly as a result of hybrid and remote working. This involves the ability to put up an infrastructure to support it, as

ITIL v4 replaced ITIL v3 almost exactly three years ago, in one of the most significant modifications to the framework since 2007. Since then, ITIL v4 has brought things up to date by aligning with high velocity IT, delivering end-to-end services, and taking a more holistic approach, in