ITSM Tools


Breaking news – our first research publication

By Duncan Troup on Tuesday, May 16th, 2017 in Blog, Customer-centric Thinking, ITSM Tools, Research Partnerships, The Crowd, Transformation.

Today i fulfilled a long held dream of mine – that being publishing a research paper at a major conference.  I have presented a number of time at conferences organised by industry….but a peer review paper is a different proposition altogether. It all started when i presented on Crowd Support at the 2016 ITSMF conference […]

Three underused features of ServiceNow and how to unlock their value

By Duncan Troup on Friday, September 9th, 2016 in ITSM Tools.

Investing in a large enterprise automation platform such as ServiceNow is a huge undertaking. Picking the right partner and choosing the right approach is paramount. But sometimes there are elements that can be overlooked. The question is how to do you unlock those finer elements: the things that ice the cake, the untouched value the […]

ITSM Vendors Gear Up for the Crowd

By Duncan Troup on Monday, August 8th, 2016 in ITSM Tools.

As i build up to present at the ITSMF forum in 2016, it is obvious that the power of Peer to Peer support models in IT are a real force and not a fad. In my last post i spoke about Gartner endorsing peer to peer in their ITIL 2.0 model and now the vendors […]

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