IT service management is often viewed as a technology implementation that governs business...
Mainframe Blog
Advancing to the Future of Service Management – Part 1:...
If you do not have a plan for future-ready service management in place, you probably should—it can...
It’s an Older (COBOL) Code, but It Checks Out
Overview: Updating existing programs is easier and more cost-effective than replacing them. But...
Customer User Feedback: The Keystone of the Agile Approach
As software companies compete in the race to quickly develop innovative solutions with better...
Tiered IT Support in the Digital Age
BMC Case Study: Increasing IT Efficiency with a Level-2 Support Organization The evolution of the...
ITSM Assessments: An Introduction and How To Get Started
Information Technology Service Management (ITSM) has become a key component for virtually every...
Creating a Strong Service Desk Culture
The service desk is the first point of contact for customers with any IT issues. As a result, the...
Using Percent Resolved Level 1 Capable as a Service Desk Metric
Successful businesses are constantly seeking ways to improve. The only way to stay ahead of the...