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Service desk collaboration: why Facebook walls and social streams are not the answer

Social updates firehose – why updating everyone with everything might not be the answer. This article has been contributed by Teon Rosandic, VP EMEA at xMatters . Why was the IT service management and help desk function created? Most likely, it stemmed from an idea to establish a task force of specialists capable of providing assistance in any complex technical issue. Over the decades, the service... 

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