service request

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Service Management – Is it an Incident or a Service Request?

The age-old question of whether a call to the service desk is an incident or a service request is never going to go away – but who does it actually matter to?
ITSM Software is not a Silver Bullet

Let me first say, I think all of us, as IT managers, believe IT Service Management is a great idea. It’s possible to define and implement an effective ITSM solution that will meet your current needs and set you up to continue to meet the business needs on into the future. However, what doesn’t exist […]