When establishing an IT Service Management (ITSM) improvement program, the most common questions that arise tend to be: “How do we get started? What is the goal? What critical knowledge do we need from People, Process, Product and Partners perspectives etc. This is understandable, especially, birth control since the ITSM program is a people project, supported by tools and processes.
However, many times, this program is mistaken for ITSM tool implementation, or process documentation projects. To understand why this is a mistaken identity, lessons from hundreds ofcustomer engagements will be elaborated upon
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Business Relationship Management (BRM) is increasingly becoming a pivotal practice for ensuring that the strategic ...
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