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Running IT as a Business Part 4: Knowledge Management in the World of YouTube and Google

This fourth installment of Running IT as a Business continues the self-service discussion and looks at several aspects of Knowledge Management, including the "social effect", which is the effect of the Internet and social media on knowledge availability.

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Running IT as a Business Part 3: The Internet Shopping Experience at Work

This third part of the series addresses the use of automation and self-service as both a means of improving the customer experience, as well as for enabling IT to operate more cost effectively.

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Running IT as a Business Part 2: Financial Management

Understand how to manage finances from a service-oriented perspective, a critical step towards understanding service cost vs. value and enabling the business to make more effective financial decisions.

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Running IT as a Business Part One: Service Desk Efficiency and Cost Return

Examine the Service Desk and how organizational optimization combined with solid Service Management processes and the right tools will assist in providing service excellence at a lower cost. For executives, it will provide an "ideal state" for the Service Desk, which may be used as a baseline for comparison.

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Strategic IT Asset Management

Find out how IT Asset Management (ITAM) can benefit your organization.

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Don’t Forget the Map! Following your ITIL RoadMap to IT Service Excellence

Simplify the perceived complexity around ITIL implementation planning and the documentation of a common road map.

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Part 2: What's In Your Service Catalog - ServiceNow Edition

Discover how to define service offerings and agreements.

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Part 1: What's In Your Service Catalog - ServiceNow Edition

Gain clarity on the Service Catalog and learn how recent upgrades to the ServiceNow tool bring a valuable Business Service Catalog module to the suite of IT Service Management (ITSM) services.

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