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The End (to-End) is Nigh!

The way we consider, design and operate ‘End-to-End’ IT is about to end, or at least going to go through a fundamental change. There are plenty of evidence points; Shadow IT. Analyst organisational restructures. M&A transactions. Converging technologies. Current cost of I&O. The P&L’s of many organisations. New roles emerging in the enterprise such as the CDO – Chief Data Officer…The... 

How to use rapid communications to meet customer service goals using SLAs

Teon Rosandic This article has been contributed by Teon Rosandic, VP EMEA at xMatters. IT leaders and engineers certainly have their hands full with ever more sophisticated internal customers who are more empowered and easily disappointed than ever.  They are placing greater demands to “get it right” and deliver immediate access to information, products and services. End users want to... 

Availability, Incident and Problem Management – The New Holy Trinity? (part 2)

Following on from part one, here are my next seven tips on on how to use availability, incident and problem management to maximise service effectiveness. Tip 4: If you can’t measure it, you can’t manage it Ensure that your metrics map all the way back to your process goals via KPIs and CSFs so that when you measure service performance you get clear tangible results rather than a confused set... 

Rapportive – Adding Social Context to Email

The Rapportive Panel within Gmail Strictly speaking, this technology is probably best described as ‘Social CRM’ rather than ‘ITSM’ but it’s a great example of pulling social feeds into a web service. In a nutshell – you get a social summary of the person you are emailing. The more information and context I have about my customer, user, reader, business partner – the better service... 

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