XLAs vs. SLAs: Why IT Needs to Rethink How It Measures Success
In IT service management, we’re used to measuring what’s easy to quantify – things like system uptime, ticket response times, and resolution rates. These metrics, often formalized in Service Level Agr ...
Why Enterprise Service Management Isn’t Just ITSM with a New Name
The term Enterprise Service Management (ESM), while its roots are firmly planted in IT Service Management (ITSM), the core value of ESM lies in its ability to extend structured service delivery across ...
How Can You Make Your Benefits Administration System Work for All Genders?
Diversity, equity, and inclusion are complex and evolving matters that have been hot topics of discussion for companies...