ITIL® Service Delivery: How to Meet Customers in the Middle and Stay on Task

How many times have you received a request from a customer only to have to repeat the process or do additional projects afterwards? Often my students lament that they will have completed a service request only to have to return to the same project again and again. Part of the problem is that we may […]
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ITIL® Implementation: Engagement

Enagement:  Something so simple, effective and an activity involved throughout the lifecycle, but yet we often overlook the value engagement can bring to any service management division. Who is involved? From the IT service provider perspective, engagement will be critical with customers, external suppliers, internal support teams and other stakeholders with a vested interest in […]
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