Change management is among the most complex and challenging processes Global 2000 organizations face. Indeed, many IT service quality problems can be linked directly to poor change-management ...

At last week’s Knowledge 16 conference, the big news from service management vendor ServiceNow (NYSE:NOW) was its push into customer service management (CSM). Venturing beyond its information ...

These days everyone seems to be defined as a customer. Indeed, it`s the one thing that unites a bank account-holder, an online shopper and even an end-user of a corporate IT system. And the one thing ...

What is ITSM (IT service management)? Your email has been sent This ITSM guide covers how IT service management evolved from ITIL, along with an overview of the ITIL life cycle and the many IT service ...

Service management has long been a staple of the IT industry, continuously pushing the industry forward to deliver better experiences and manage crises more efficiently. The real estate industry has ...

The very nature of enterprise network management is about to undergo a fundamental change. In the future, network managers will be focusing less on the traditional tasks of designing, implementing and ...

Calvin Hennick is a freelance journalist who specializes in business and technology writing. He is a contributor to the CDW family of technology magazines. Virginia State University’s previous IT ...