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By Helen Clarke - ITIL Master, Ambassador and Founder of The Power of ITSM Introduction I recently had the opportunity to sit down with Rina Brahmbhatt, the newly published author of The ITSM Playbook – Build a Future-Proof Tech Career in IT Service Management . In this exclusive Q&A, Rina shares what inspired her to write the book, how it helps professionals navigate the evolving ITSM landscape, and her best advice for anyone looking to build a rewarding, future-ready career

Introduction The world of IT services has transformed dramatically over the last decade. Cloud computing, automation, and digital-first...

Managed Service Providers (MSPs) operate in a high-pressure environment. Clients expect IT services to be always-on, cost-effective,...

Why This Series? The role of Managed Service Providers (MSPs) has never been more critical. Clients expect IT to be seamless, reliable,...

Introduction: Why SLAs Are No Longer Enough For decades, IT Service Management (ITSM) has relied on Service Level Agreements (SLAs)  to...

In a world of dashboards, SLAs, and never-ending ticket queues, it’s easy to get buried in numbers that look impressive — but don’t tell...

Throughout this series, we’ve explored the key metrics that help support teams track and improve performance — capacity, backlog, SLAs,...

In our last post, we looked at Customer Satisfaction (CSAT)  — a quick and valuable snapshot of how well your support team handled...

Support teams are often laser-focused on SLA targets, ticket volumes, and response times. But there’s another equally important metric...

In IT Service Management (ITSM), it’s easy to assume that “support” just means resolving incidents or fulfilling service requests. But...

In IT Service Management (ITSM), ticket volume and trend analysis is the heartbeat of your support operations. It’s about more than...

In IT Service Management (ITSM), Service Level Agreements (SLAs) are the foundation of trust between service providers and customers....

In any support team, how quickly you respond to requests — and how long it takes to fully resolve issues — are among the most important...

In IT Service Management (ITSM), effectively managing your backlog—the queue of unresolved tickets and requests—is essential to...

In my recent blog, I explored how measuring capacity  and occupancy  can give you a clear view of how work is distributed across your...

How to Assess Your Team’s Capacity and Occupancy for Support (and Why It Matters) In IT Service Management (ITSM), understanding the...

AI in IT Service Management (ITSM) is nothing new. Many organizations already use AI-powered chatbots to answer common support questions...

In today's digital world, cyber threats aren’t just knocking on the door—they’re trying to break it down daily. From sophisticated...

Traditional change management has long been associated with bureaucracy, bottlenecks, and unnecessary red tape. While its original intent...

In today’s fast-paced world of IT and service management, it's tempting to aim for perfection before delivering results. But trying to do...