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White Papers
6 Steps to Implementing Change Management that Works

Solid change management capability will help you boost your ITSM maturity, break out of the "firefighting mode," align IT activity with business objectives, and transform IT from a service provider to a business innovator. However, these benefits don't come easily. Change management...

  10 Tips to Improve Your Help Desk Service Experience

It doesn't matter whether you're an enterprise with thousands of customers or a small business organization with just a few employees. It doesn't matter whether your help desk is internal, external, or both. It doesn't matter whether you use a paid or a free help desk tool...

  CMDB Implementation - A Tale of Two Extremes

One of the "quality problems" to have, as your business grows is the challenge of managing all your resources. As the number of your employees grows and your IT assets expand, it is difficult to ascertain exactly what and where all your assets are. It is important to get more visibility...

  When Reality Hits ITIL - Implementations

Is implementing ITIL really simple? It is easy to hear about ITIL from a consultant or read from a blog or even attend an ITIL course, but the hardest part comes while implementing those processes in an environment. Each and every organization is different; they vary with people, processes...

  How ITIL Help Desk can help SMBs?

Everybody knows Bob! Bob works in the IT department of a Financial Services company. When the Office staff have a problem, they call him and say, "Hey Bob, I have a situation here, Can you fix it". Bob knows all the employees by name and their assets details. He fixes all problems and runs a great show...

Case Studies

The Arc of Ventura County

 Cetero Research
 Warner Bros. Games
 Ashton Park School
 City of Austin, Convention Cente
 Ohio Department of Education
 TeleLogic's IT Support

Managing Multiple Service Desks

by Suresh GP

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Real IT Webinar
Webinar by Rob England, ITSkeptic
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Defining Your IT Services − Step-By-Step Approach Webinar
Webinar by Troy DuMoulin, VP Research, Pink Elephant
View Webinar
Three Steps to an Experiential Service Catalogue
Webinar by Charles Araujo, CEO, The IT Transformation Institute
View Webinar
ServiceDesk Plus Tips and Tricks on Change Management - Best Practices Webinar by Arvind ParthibanView Webinar
The Importance of Service Catalog for the Service Desk, Thursday 15th, 2013, Colin Rudd, itSMF UKView Webinar
Pink Elephant Social IT Webinar, Tuesday 17th, 2013, George Spalding, Pink ElephantView Webinar
ServiceDesk Plus Project Management Best Practices, April 23rd, 2013, Prem MaheswaranView Webinar
Project Management and IT - Workflow or Traffic Wreck, March 28th, 2013, Dennis DrogsethView Webinar
Operational Readiness Smooth Transition from Project to Production, Sept 5th, 2012, Rob EnglandView Webinar
The Convergence of the Service Desk and the Project Management Office, August 16th, 2012, Charles BetzView Webinar
ServiceDesk Plus 8.1 Product Overview, May 7th, 2012, RachanaView Webinar
Six Tactics for ITSM to Deal with Agile, July 9th, 2012, Rob England, IT SkepticView Webinar
CMDB A Tale of Two Extremes, April 12th, 2012, Dennis Drogseth, VP of EMAView Webinar
Help Desk Tips & Tricks ServiceDesk Plus, January 4th, 2012, MaljeevView Webinar
Service Level Management Basics, October 27th, 2011, Rob England, IT SkepticView Webinar
Improving Service Response, September 13th, 2011, Rob England, IT SkepticView Webinar
Establishing a Service Desk, August 30th, 2011, August 30, IT SkepticView Webinar
Incident Management Get your basics right, April 7th, 2011, Neil ThomasView Webinar
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