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Process Automation a Key to Business Value

IT professionals say expanding process automation throughout an organization yields clear business benefits.
Tags: process automation software, best practices, ITSM, IT service management, business processes

Are People the Forgotten Part of ITIL?

When you start turning out leaders instead of managers, the improvements can be staggering, writes ITSMWatch columnist Peter Doherty of CA.
Tags: CA, best practices, ITIL, RACI, ITSM

Service Desk at Core of ITSM Initiatives

Enterprises are achieving cost savings and operational efficiencies through consolidation, process improvement and deployment of more robust technologies.
Tags: best practices, ITSM, service catalog, service desk