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Implement Enterprise Request Management in Five Straightforward Steps

 This article has been contributed by John Sundberg, Co-founder and President of Kinetic Data. John Sundberg A new approach to service request management is gaining ground in companies around the globe. Called Enterprise Request Management, or ERM, this framework is finding favor with organizations because it allows them to take an incremental and evolutionary approach to centralizing and modifying... 

The ABC of ITSM: Why Building The Right Process Matters

Attitude, Behaviour and Culture (ABC) - this sets out to ensure that the human aspect of ITSM and service delivery matches that of the IT implementation. This article has been contributed by Ben Cody of Serena Software. In my previous piece for The ITSM Review, I examined the state of general dissatisfaction with ITSM tools at the moment. In doing so, I wanted to question why a positive dedication... 

Product Group Tests

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