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How to Get Started with ITIL Incident Management

Six steps are all you need to get Incident Management under control, writes ITSMWatch columnist Hank Marquis of Global Knowledge.
Tags: Global Knowledge, ITIL, ITSM, Marquis, incident management

Social Media for ITSM: Adapt or Perish

The implications of social media to IT service management are nothing short of profound, writes ITSMWatch columnist Hank Marquis of Global Knowledge.
Tags: Facebook, services, voice, Reddit, Global Knowledge

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