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Service Management

What is External Customer Service Management (XCSM)

External customer service management is the coordination of all aspects of customer contact with outside customers. This includes anything from in-person interactions, to phone calls,

Service Management

What is IT Service Management (ITSM)?

IT Service Management (ITSM) provides a framework that enables organizations to deploy and manage IT services strategically and effectively. The IT Service Management process can

Service Management

Who is a Change Agent?

A change agent is a person from inside or outside an organization who helps an organization, or part of an organization, to transform how it

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