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In ITIL 4, the customer journey is not a solo endeavour; it involves multiple stakeholders, each playing a unique role in shaping the...

Over the years, I’ve seen all sorts of approaches when it comes to KPIs for customer-facing teams. Some companies operate without them...

If you’ve ever tried to overhaul an IT process, you know how overwhelming it can feel. There’s always that temptation to wipe the slate...

ITIL 4 (Information Technology Infrastructure Library) is a widely adopted framework for IT Service Management (ITSM). It helps...

In the ever-evolving landscape of Information Technology Service Management (ITSM), staying ahead of the curve is essential to ensure...