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29.03.2023 | 16 minute read

Where the Core ITIL 4 Practices Link to Experience

If your organization understands the importance of experience management to IT service delivery and support, have you ...

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Experience Management in ITIL
Experience Management in ITIL
16 minute read

29.03.2023

Where the Core ITIL 4 Practices Link to Experience

If your organization understands the importance of experience management to IT service delivery and support, have you ...

Read more >
Keeping the End-User in End-User Experience
7 minute read

01.03.2023

Keeping the End-User in End-User Experience 

The term experience is everywhere we turn. Sometimes its frequent, buzz-word usage borders on the comical: I remember ...

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9 minute read

17.10.2022

How to Get a Better Understanding of All End-User IT Touchpoints in ServiceNow

Modern IT service delivery and support capabilities – offered by solutions such as ServiceNow – have widened the ...

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Here’s What Makes the Biggest Difference to End-user IT Support Experiences
5 minute read

06.07.2022

Here’s What Makes the Biggest Difference to End-user IT Support Experiences

What makes the biggest difference to end-user IT support experiences? What would you say (even if it’s a guess)? Speed ...

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Create the business case
9 minute read

23.06.2022

How to Create the Business Case for IT Experience Management 

Employee or end-user happiness has a business case. Yes, really. In this blog, I explain why and how IT experience ...

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Ahlstrom-Munksjö
15 minute read

20.04.2022

Continual Improvement Success Through End-User Happiness – A Customer’s Story

This blog shares the continual improvement success of Ahlstrom-Munksjö. Ahlstrom was founded in 1851 in Finland; ...

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Continual Improvement Investments
7 minute read

17.03.2022

Focusing Your Continual Improvement Investments Through the Lens of Experience 

We’re all looking for ways to continually improve our business outcomes and results, but there are so many possible ...

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Continual Improvement Explained
12 minute read

02.03.2022

Continual Improvement Explained 

You might not have stopped to think about this before, but IT service management (ITSM) is all about improving, with ...

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Experience Management Acronyms Explained
11 minute read

24.02.2022

Experience Management Acronyms Explained 

This article can also be downloaded as a PDF. Some might view experience management as the latest IT service management ...

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Improve Bottom Line
7 minute read

09.02.2022

How Companies Use Experience Data to Improve Their Bottom Line

The concept of experience management might seem “fluffy” to some, especially those schooled in technology. But, as with ...

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