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Is Your Approach to ITSM Working? An Alternative to Rip and Replace

There is a natural tendency to tear out existing ITSM solutions as organizations focus or refocus on value add work. This post by Ben Cody explores options other than replacing or upgrading, namely, widening the management of ITSM to allow for a sleek integration with the business. The idea sounds complex but is relatively simple: make sure that all parties in the process (the help desk taking the call, the end user seeing updates on the status of the solution, and management overseeing the whole event) are all getting the solutions that best fit what they need. The shift is a focus on the whole IT organization instead of the typical insulated world of ITSM.    

About Anne Grybowski

Anne is a former staff writer for CAI's Accelerating IT Success, with a degree in Media Studies from Penn State University.

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