The latest News and Information on IT Service Management, Service Desk and related technologies.
You’ve probably heard the terms ITIL and ITSM, but the distinction between the two can be a little unclear. Throw incident management into the mix, and the whole thing can feel pretty confusing. This article aims to explain what they are, the differences between the three, and importantly how they fit together. First, let’s establish what each of the terms actually mean.
The pandemic has forever changed the workplace, especially for my support and product success team at ServiceNow. One thing that hasn’t changed is our commitment to operational excellence, which starts with a great employee experience. My goal is to improve employee satisfaction for our technical support engineers (TSEs). If our TSEs are satisfied, then our customers reap the benefits. When TSEs feel valued and appreciated, they build greater trust with customers.
