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Mobile: the new frontier for self-service

Artificial Intelligence on the service desk [Holly from RedDwarf]Google searches performed on a mobile device outstripped desktop searches (in certain territories), according to figures released last week. That’s an important milestone in the meteoric use of mobile. Of course, the searches refer to global use of Google, including consumers searching for the nearest pizza joint, and are not necessarily... 

Review: Cased Dimensions SCSM Self-Service Portal

This independent review is part of our Self Service Market Review. Self Service Market Review and Terms Also participating: Alemba Atlassian Cherwell Service Management EasyVista Freshservice LANDESK (best in class) SMT-X Commercial Summary Vendor Cased Dimensions Product SCSM Self-Service Portal Version reviewed 2.2 Date of version Release December 2014 Year Founded 2009 Customers 40+ Pricing... 

Industry News Roundup inc The New Sheriff of the Web

No time to read all the interesting news and info floating around social media and appearing in your inbox? Read our round up of what we’ve found interesting this week. Print Everything. – Matt Beran (officially the most fidgety man in ITSM), Matt Hooper and Mark Kawasaki talk productivity tools, podcasts and print services. Watch here First NHS IT Service Desk In England To Secure 3-star Accreditation... 

Security after Snowden – what do I need to do?

The implications of the revelations of ex-NSA employee Edward Snowden have been much discussed and many people who were not previously concerned with cyber-security are now wondering what they should be doing. This is a good thing – but the danger has not changed, only the perception of it. Most of the ideas outlined here were well known, at least in broad terms, before this, but those who argued... 

itSMF Estonia Conference Round-up

Beautiful Estonia On Wednesday 11th December, in a very cold and snowy Tallinn, President of itSMF Estonia, Kaimar Karu kicked off the annual itSMF Estonia conference by introducing all of the speakers and encouraging delegates to ask questions of them throughout the day. Kaimar had managed once again to raise attendance of the conference (by 10%), with representation from 10 different countries, and... 

The Internet of Things, Big Data and ITSM

Science fiction becoming science fact I have noticed recently during my travels with EasyVista, that Hotel staff have begun to offer two or three WIFI codes on check-in, in recognition of the fact that we are all carrying multiple devices. Like sheep and rats, devices connected to the Internet outnumber humans. The number of objects connected to the Internet actually surpassed humans back in 2008.... 

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