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ITSM

Everything on ITSM — guides, product tours, and more, whatever the format.

ArticleThe ITSM maturity model explainedThe five levels of service management maturity and the six dimensions to assess — plus how to benchmark your own IT service desk.ITSM
TourITSM at a GlanceA quick look at how Vivantio handles the incident queue — triage, ownership, and priority — so you can see what real ITSM looks like in practice.ITSMTourStep Up Your ITSMFollow a single incident end to end — activity, AI-assisted notes, SLA targets, and the agent workflow around it — to see the depth beneath the queue.ITSMConfigurationTourCustom Forms & Fields in ITSMSee how Vivantio lets you tailor forms and fields to capture the right information, support your processes, and keep every service interaction structured.ConfigurationITSM
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TourSLAs in ITSMSee how Vivantio helps you define, track, and manage SLAs so teams can prioritize work, meet commitments, and improve service performance.ConfigurationITSM
TourProblem ManagementSee how Vivantio helps teams investigate recurring issues, identify root causes, and prevent repeat incidents.Customer Service ManagementITSM
ArticleWhen Service Platforms Don’t Fail — They DriftMost service platforms don’t fail—they drift. As complexity builds, workflows slow, visibility declines, and service quality becomes harder to maintain.…Customer Service ManagementITSM
ArticleScaling Service Operations: What Oakman’s Investment Signals for Service TeamsService teams are scaling across IT, support, and operations—but many systems aren’t built to keep up. This investment signals a shift toward more flexible,…Customer Service ManagementITSM
ArticleVivantio Secures Strategic Investment from Oakman to Accelerate Global Growth & Product InnovationVivantio has secured a strategic investment from Oakman to accelerate innovation in service management. As service teams scale across IT, customer support,…Customer Service ManagementITSM
ArticleRight-Sized ITIL: Structure Without Process DragService teams often feel slower even when nothing is technically broken. This guide introduces Right-Sized ITIL — a practical governance model that reduces…ITSMITILBest practices
ArticleOptimized ITSM & Customer Service for ISVsScaling an ISV isn’t just about delivering great software—it’s about providing seamless service and support. IT Service Management (ITSM) helps streamline…Customer ExperienceCustomer Service ManagementITSM
ArticleSoftware Integration and Automation: Understanding the DifferenceIntegration and automation might sound similar, but their impact is vastly different. Integration connects your tools, ensuring seamless data flow, while…Automation & AIIntegrationsITSM
ArticleMastering IT Ecosystem ManagementYour IT ecosystem is more than just infrastructure—it’s the foundation of your business. By optimizing integrations, automating workflows, and ensuring…Customer Service ManagementITSMITIL
ArticlePost-Implementation Support Model: Benefits and Best PracticesA strong post-implementation support model ensures seamless knowledge transfer, reduces disruptions, and empowers teams for long-term success. This…Customer Service ManagementITSMITIL
ArticleThe Importance of User Interface and ITSM for Better UXCreating a seamless user interface is key to enhancing user satisfaction and simplifying workflows. Learn how software providers can leverage thoughtful UI…ITSMITILManaged Services
ArticleDatabase Activity Monitoring for ITSM: Stay in ControlDatabase activity monitoring is a game-changer for ITSM frameworks, offering real-time insights to boost security, ensure compliance, and optimize…ITSMITILBest practices
ArticleService Level Objectives and Indicators ExplainedDiscover how Service Level Objectives (SLOs) and Indicators (SLIs) can revolutionize service reliability and user satisfaction. Learn practical tips,…ITSMITILBest practices
ArticleA Complete Guide to ITIL Service Level Management ProcessService Level Management is the backbone of ITIL, ensuring IT services meet business goals and customer expectations. This guide explores key concepts like…ITSMITILBest practices
ArticleAutomated Patch Management Process: Streamline Security and ComplianceManual patching is tedious and risky. Automated patch management transforms this process, reducing vulnerabilities, saving time, and ensuring compliance.…Automation & AIITSMBest practices
ArticleWhy Does ITIL 4 Break Apart Release Management vs Deployment ManagementEver wondered why ITIL 4 separates release management from deployment management? This key distinction enhances software delivery, boosts reliability, and…Customer Service ManagementITSMITIL
ArticleEssential ITSM Principles for Achieving Effective IT ManagementAre your IT services driving business success or holding you back? By embracing ITSM principles and leveraging the ITIL framework, your IT operations can…ITSMITILBest practices
ArticlePredictive Analytics: Allowing Agents to Anticipate Customer NeedsPredictive analytics revolutionizes service management by helping teams anticipate customer needs before they arise. This data-driven approach enables…Automation & AICustomer ExperienceCustomer Service Management
ArticleWhy Using a Managed Service Provider Is Essential for Business SuccessUnlock the benefits of partnering with a Managed Service Provider (MSP) to drive your business success. From reducing costs and enhancing productivity to…Customer ExperienceCustomer Service ManagementITSM
ArticleITIL Service Management Best Practices and Support ProcessesITIL’s best practices offer a structured framework to enhance IT service management, aligning IT operations with business goals and improving customer…ITSMITILBest practices
ArticleIT Capacity Management: Optimize Your Tech ResourcesEffective IT capacity management helps align technology with business needs, maximizing resource efficiency and reducing waste. Discover the key strategies,…Customer Service ManagementITSMBest practices
ArticleUnlock IT Solutions: What Is an IT Service Provider?Imagine your systems go down, but with a quick call, your IT service provider has you back online by midday. Proactive IT management, cybersecurity, and…Customer Service ManagementITSMBest practices
ArticleData Integration Tools: Simplify Your ITSM Data ManagementData integration tools simplify ITSM by enabling seamless data flow and supporting better decision-making with clean, consistent data. Discover how these…Customer Service ManagementITSMBest practices
ArticleBoost ITSM Efficiency with Customer Journey Mapping ToolsDiscover how ITSM teams can leverage customer journey mapping tools to optimize service delivery, identify pain points, and streamline processes. From…Automation & AICustomer ExperienceITSM
ArticleWhat is an IT Service Desk? Essential Support ExplainedThe IT Service Desk is essential for resolving technical issues and ensuring smooth IT operations. Discover how Vivantio’s advanced solutions, including…Customer Service ManagementEnterprise Service ManagementITSM
ArticleMaster Data Integration Node Essentials for Your BusinessUnderstanding data integration nodes is vital for business success. Learn how unifying your data from multiple sources leads to smarter decisions,…Customer ExperienceCustomer Service ManagementIntegrations
ArticleWhat is a Service-Based SLA? Best Practices for Service ProvidersLearn what a Service-Based SLA is and how it ensures consistent service delivery across customers. Explore best practices that help service providers build…Customer ExperienceITSMBest practices
ArticleITIL Change Management Best Practices: Key TipsDiscover how ITIL change management best practices can streamline your IT processes and reduce service disruptions. Learn how to establish a Change Advisory…ITSMBest practices
ArticleTen Fundamental Controls Every IT Environment Should ImplementTo build a secure IT environment, organizations must implement key security controls within their ITSM framework. From multi-factor authentication to…ITSMBest practices
ArticleB2B Digital Transformation: Best Practices for the Modern Business LandscapeB2B digital transformation is reshaping how businesses operate and deliver value. From automation to AI, B2B companies must embrace these tools to stay…ITSMBest practices
ArticleThe ITIL Framework Can Be Described Best As: A Set of Best PracticesThe ITIL framework is a powerful tool in IT Service Management (ITSM), providing organizations with a structured method to optimize their IT services. From…ITSMITILBest practices
ArticleWhat is an API EcosystemAn API ecosystem is the backbone of seamless integration and innovation across industries. It enables businesses to streamline operations and improve…IntegrationsITSMITIL
ArticleCustomer Based SLA for B2B Service ProvidersEnhance your B2B services with a customized Customer-Based SLA. Tailor service quality to client needs, improve satisfaction, and strengthen partnerships.Customer ExperienceITSMBest practices
ArticleUnderstanding Multi-Level SLA EssentialsAs businesses strive for excellence, understanding the nuances of multi-level SLAs becomes essential. These agreements allow for more precise management of…ITSM
ArticleMastering Help Desk Management: Your Guide to Ticket ManagementLearn how effective help desk management can streamline ticket resolution, enhance customer satisfaction, and empower your support team to deliver…ITSMBest practices
ArticleWhat is Incident Management and How Do Incident Management Systems Work?Discover the critical role of incident management in IT service management. Learn how an effective incident management system can minimize disruptions,…ITSMITILBest practices
ReportUnlocking the Power of ITIL: Key Benefits & InsightsExplore each of the 21 benefits of ITIL-based service operations. Download the infographic for quick reference.ITILITSMBest practices
ArticleITIL Service Lifecycle: 5 Stages of the ITIL Service LifecycleITIL is your organization’s secret sauce for efficiency. It enhances service delivery, reduces risk, and ensures productivity. Learn how to unlock its…ITSMITILBest practices
ArticleITSM Framework: A Service Management SystemAn IT Service Management (ITSM) framework ensures your IT services operate efficiently, aligning them with business goals and improving customer experience.…ITSMITILBest practices
ArticleWhat is Patch Management?Keeping your IT systems safe and up-to-date is paramount, and patch management software is an essential tool for endpoint management. It helps you obtain,…ITSMITILBest practices
ArticleRemote Monitoring and Management (RMM): Enhancing Management SoftwareRMM software empowers IT professionals and Managed Service Providers (MSPs) by transforming their IT management into a centralized, automated, and secure…ITSMITILBest practices
WhitepaperThe Buyer’s Guide to Service Management SoftwareUse this free guide to identify the features and functionality you need from a service management platform and choose the right solution for you.ITSMCustomer Service ManagementEnterprise Service Management
ArticleA Complete Guide to MSP Automation: 5 Steps to a Culture of EfficiencyExplore how MSPs can enhance efficiency and client satisfaction with our comprehensive guide to ITSM and ITIL-driven automation. Follow our five essential…Automation & AIITSMITIL
ArticleSystem Management Automation StreamlinedFrom automating software installations to enhancing user account management, explore the strategies that boost efficiency, reduce errors, and strengthen…ITSMITILBest practices
ArticleIncident Management Process: Best Practices Within ITILWelcome to our detailed guide on the incident management process. Discover essential steps to handle issues swiftly, maintain business continuity, and…ITILITSMBest practices
WebinarITIL For Customer Service: It’s Not Just for IT AnymoreIn this Webinar On Demand, Don’t miss out on this opportunity to elevate your customer service with proven ITSM and ITIL strategies! Access Your On-Demand…Automation & AICustomer Service ManagementITSM
ArticleChange and Release Management: Clarifying Key RolesChange and release management are vital for maintaining business stability and boosting productivity. By understanding the key roles and processes involved,…ITSMITILBest practices
VideoVivantio ITSM: Empowering IT Leaders with Scalable Service Management SolutionsStep into the future of IT service management with Vivantio and experience a paradigm shift in productivity and service delivery. Our ITIL-based platform,…ITSM
ArticleWhat is Device Management in IoT? A Comprehensive Guide for MSPsStep into the dynamic world of IoT, where seamless connectivity transforms modern operations. Learn how MSPs can streamline IoT device management, enhance…Customer Service ManagementITSMBest practices
ArticleConfiguration Management Database (CMDB) for MSPsManaged Service Providers (MSPs) are transforming IT service management with CMDBs, achieving enhanced control, scalability, and client satisfaction. This…Customer Service ManagementITSMBest practices
ArticleWhat is API Integration? Understanding the EssentialsDiscover the transformative power of API integration in Vivantio’s guide. Uncover how seamless data exchange and automation revolutionize business…Customer ExperienceCustomer Service ManagementITSM
ArticleITSM Maturity Model: From Chaos to Strategic Valuejourney from chaos to strategic excellence with our exploration of the ITSM Maturity Model. Discover how structured, AI-enhanced service management can…Customer Service ManagementITSM
ArticleSeamless Cloud Integration: Transform Your BusinessFor businesses to stay competitive and efficient, integrating in-house cloud services and applications have become essential to unlock data and streamline…ITSMBest practices
ArticleSaaS Integration Platform: Unleash Its Full PotentialAre you looking to optimize your business processes and improve data flow? A SaaS integration platform offers seamless connection capabilities to connect…ITSMBest practices
ArticleBoost Your ITSM Efficiency with an Incident Management TeamBoost your ITSM efficiency with a skilled Incident Management Team. By swiftly handling incidents, prioritizing critical issues, and applying best…Customer Service ManagementITSMBest practices
ArticleMaster Your Process with Expert Incident Tracking Best PracticesBoost productivity and customer satisfaction with essential incident tracking strategies. Learn how using incident management software to centralize,…ITSMBest practices
ArticleIT Service Delivery: Enhancing Efficiency and Customer SatisfactionLearn how IT Service Delivery boosts efficiency & customer satisfaction by optimizing IT systems & aligning services with business goals.ITSM
ArticleWhat is an ITSM Ticketing Solution: Streamlining SupportWith the power to automate processes and prioritize tickets, your support team can focus on what truly matters—delivering exceptional service. Dive into our…ITSM
ArticleSLA Compliance: Meeting Service Level Agreements with PrecisionReady to master SLA Compliance? Achieve service level agreement adherence for seamless operations and enhanced customer satisfaction. Read on and learn more.ITSM
ArticleService Level Indicators: Measuring Excellence in Customer ServiceUnlock the secrets to exceptional customer service with Service Level Indicators (SLIs): the game-changing tool that can transform your client satisfaction…ITSM
WebinarService Desk SOS: Meeting Expectations & Avoiding BurnoutIn ‘Service Desk SOS,’ explore effective strategies for meeting growing service expectations and preventing burnout in an era of technical talent scarcity.…Automation & AICustomer Service ManagementITSM
ArticleITSM Categories: Streamlining OperationsExplore the key to enhancing IT service delivery in our latest blog post: “ITSM Categories: Streamlining Operations.” Delve into how understanding ITSM…ITSM
ArticleWhat Is The Difference Between ITSM and ITIL?Wondering what sets ITSM and ITIL apart? This guide breaks down the differences and interconnections between ITSM’s broad approach to aligning technology…ITSMITIL
ArticleITSM Use Cases: Real-World ScenariosDiscover the transformative potential of IT Service Management (ITSM) through real-world use cases with Vivantio. Learn how tailored ITSM strategies can…ITSM
ArticleEnterprise Service Management Examples: ESM Meets ITSMDiscover how ESM aligns with ITSM principles to enhance service delivery and streamline operations across various business functions, through real-world…Enterprise Service ManagementITSM
VideoCustomer Success: Wake Forest Case StudyDiscover how Wake Forest University overcame a significant challenge in service management by partnering with Vivantio, resulting in improved access and…ITSM
ArticleCrafting an Effective ITSM Roadmap: A Template for SuccessDelve into the art of crafting an effective ITSM roadmap with our comprehensive guide. This post will walk you through creating a strategic template that…ITSM
ArticleITSM vs CRM: Understanding the Key DifferencesExplore the crucial differences between ITSM and CRM in our latest blog post. Discover how ITSM focuses on the internal management and delivery of IT…Customer ExperienceITSM
Article9 Incident Management Benefits: Maximizing Efficiency and ResilienceDiscover the power of Incident Management in our latest blog post, ‘9 Incident Management Benefits: Maximizing Efficiency and Resilience.’ Explore how this…ITSM
ArticleIncident Management Best Practices: Streamlined Operations GuideDiscover essential incident management best practices to streamline your IT support operations. Get actionable insights and real-world examples in this…ITSM
ArticleChange Management SLA: Unveiling the Impact in ITILDiscover how implementing a Change Management SLA in ITIL can streamline your IT service delivery and overcome common challenges. In this post, we explore…ITSMITIL
ArticleHelpdesk Ticket Priority Levels: The Ultimate Guide to Optimal SupportDiscover the ultimate guide to helpdesk ticket priority levels in customer support. Learn how to define priorities, enhance response times, and align with…ITSMBest practices
ArticleService Level Agreement Monitoring: Understanding Its Role and ImportanceLearn how the power of SLA monitoring goes beyond charts and numbers, serving as a compass to guide you towards service excellence and business growth.…ITSM
ArticleSLA Reporting: Driving Continuous Service ImprovementExplore the power of SLA reporting! Learn how SLAs set clear expectations, measure performance, ensure compliance, and drive continuous improvement. Whether…ITSMITILReporting & Analytics
ArticleEnterprise Service Management vs. IT Service Management: Unlocking the DistinctionsUnlock the distinctions between Enterprise Service Management (ESM) and IT Service Management (ITSM). Discover how understanding these differences can…Enterprise Service ManagementITSM
Case studyOptimizing IT Support & Assets: Quality Brand Group, Vivantio & LansweeperThe rapid expansion across geographical locations and the increasing complexity of back-office operations presented unique challenges, particularly in IT…Customer Service ManagementITSM
ArticleA Guide to Incident Management Ticketing SystemsIncident management is a core function of any IT department, covering internal and external support ticket resolution. As such, it’s not surprising that…ITSMITIL
ArticleITSM Service Catalog: Benefits and Best PracticesThe first step in developing a knowledge management system is picking the right partner. Learn what a KMS is used for, and how to choose one, here.ITSM
ArticleTicket Deflection: How to Reduce Support TicketsTicket deflection helps businesses control the number of support tickets their team must resolve as they grow. Learn some of the top strategies here.Customer Service ManagementEnterprise Service ManagementITSM
ReportReport: Self Service StrategiesRead the insights from our survey collaboration with the Service Desk Institute (SDI). Dive into the self-service strategies employed by service desk…Self-ServiceITSMBest practices
ReportThe State of IT Service: UK Housing AssociationsExplore the distinctive landscape of IT service in the UK Social Housing sector. Delve into the operational practices of service teams, including team size,…ITSMBest practices
ReportThe State of Service Desk StrategyDiscover the pivotal role of service desks in shaping strategies and transforming objectives into actionable plans. Our survey in partnership with the…ITSMBest practices
WhitepaperVivantio Values SecurityDownload your free guide to discover our industry-leading security measures and how we address concerns related to staff training, data security policies,…Security & ComplianceITSMBest practices
WhitepaperWhy True SaaS Beats On-Premise and Hybrid DeliveryDownload our free whitepaper and discover why True ITSM SaaS is the superior choice compared to on-premise and hybrid delivery models.ITSMBest practices
Whitepaper29 Questions to Ask Before You Invest in SaaS ITSM SoftwareBefore investing in SaaS ITSM software, review these essential questions to ensure you’re getting the best value and securing the platform that best meets…ITSMSecurity & ComplianceBest practices
WhitepaperBoost Your Service Desk with New Ticket Prioritization StrategiesExplore the best practices of ITIL ticket prioritization, various ticket weighing scenarios, and the effectiveness of prioritization algorithms against SLA…ITILITSMBest practices
ArticleITSM Integration: Alignment of Services & ApplicationsITSM integration is vital to improving department processes and procedures, and business leaders need to know the most effective way to get it done.ITSM
ArticleWhat Are ITSM Tools & Why Do They Matter to Your BusinessITSM tools streamline service delivery across departments, from IT to HR. Learn how core processes like Incident and SLA Management enhance efficiency and…Customer ExperienceCustomer Service ManagementITSM
ArticleWhy Do Organizations Need an ITSM Ticketing SystemMid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.ITSM
ArticleITSM Fundamentals: The Core Functions of ITSMMid-size businesses need comprehensive ITSM solutions to meet their needs. Learn the ITSM fundamentals in this quick guide.ITSMBest practices
Case studyNG Bailey Logs Dramatic Service Improvements Leveraging VivantioAn improved self-service portal and better initial information gathering delivered eye-opening results for this engineering and service business leader.ITSMReporting & AnalyticsSelf-Service
Case studyWake Forest University Improves Access with VivantioSaving thousands of dollars and a growing asset project have helped improve “access” at this top US-based university.Customer ExperienceITSM
ArticleHow Do I Select an ITSM Solution for my BusinessVivantio’s CEO Greg Rich was recently featured in HelpNetSecurity.com where the question was asked: How do I select an ITSM solution for my business?ITSM
ArticleDo You Treat Your Best Customers the Same as Your Worst Customers?Using the wrong service management platform may force you into some costly Customer Service practices. Here are some questions to consider.Customer Service ManagementEnterprise Service ManagementITSM
ArticleWhat if you could connect 100% of your CSM, ESM, or ITSM data sources to your service teams?The idea of a single view into the enterprise is now available not just for Customer Service but for all managers looking for better decision-making.Customer Service ManagementEnterprise Service ManagementITSM
VideoHow Self-Service Portals Improve the Customer Service ExperienceHere’s how self-service portals play a key role in the customer service experience and improve efficiency for service teams.ITSMBest practicesSelf-Service
ArticleWhy Operational Level Agreements Matter & How to Use Them in VivantioExcellent customer service means meeting your SLAs. Learn more about this key metric and how to use OLAs in the Vivantio ITSM tool.Automation & AIITSMBest practices
ArticleTips on How to Successfully Implement Your New ITSM Software SolutionBuying a new service management software tool can be time-consuming and expensive, which is why it’s critical to have a successful implementation.Automation & AIITSMBest practices
Article4 Tips to Convince Leadership you Need New Service Management SoftwareConvincing leadership to invest in a new service management tool can be tough. Read these 4 tips on preparing a sound argument to leadership.ITSMBest practices
ArticleOne IT Service Management Software Tool for Multiple DepartmentsService teams outside of the IT department are using Vivantio. Why? Because they want to streamline processes, reduce costs and provide great service.ITSMITILBest practices
ArticleThe Differences Between Help Desk and Service Desk and Why it MattersThe debate on the definition of a service desk vs help desk has been ongoing. Here’s how they’re different and why it matters.ITSMITILBest practices
Case studySCP Health Improves Business Flow with Vivantio’s ITIL-based ITSM PlatformOne of the largest and fastest-growing healthcare organizations in the U.S. reveals how Vivantio’s ITSM software helps the organization follow ITIL…ITSMITILReporting & Analytics
Case studyAmerican Enterprise (Wellabe) Enhances Service with Vivantio ITSM ToolExplore how a growing mutual insurance provider increases efficiency using Vivantio’s flexible and easy-to-use ITSM software across multiple service teams…ITSM
Article5 Steps to Advance Your Career in IT Service ManagementNo matter your role in the service management industry, here are five simple steps you can take to advance your career.ITSMITILBest practices
Case studySouthern Housing Group Analysts Value Vivantio’s Reporting and KPI TrackingDiscover how one of UK’s largest housing associations improved service across their entire organisation while keeping up with the Group’s expansion using…ITSM
Article4 Types of Integration Methods with Your Service Management SoftwareWhen evaluating ITSM software tools, it’s critical to understand what integrations are available so your service team can get the data it needs. Here are…Customer Service ManagementITSMBest practices
Case studyCapita Travel and Events Improves Ticket Resolution Time with Vivantio ITSMFind out how Vivantio’s service management software tool improved ticket resolution time and increased service levels for the UK’s largest professional…ITSM
ArticleWhy Should You Care About ITSM?ITSM addresses the efficiency of your service desk and company. Using a service management tool helps leaders manage various aspects of service and benefit…ITSMITILBest practices
ArticleAsk These Questions Before You Invest in a SaaS ITSM SolutionLooking for a SaaS ITSM solution? Make sure you have the necessary information before moving forward.ITSMBest practices
Article6 Top ITSM Thought Leaders of 2018 and What They Can Teach UsWhether it’s improving processes used to manage tickets or arming the team with more effective service level management tools, experts agree there are major…ITSMBest practices
Case studyASCO Implements Vivantio ITSM Platform Globally with Short Turnaround TimeLearn how an oilfield support services leader implemented ITIL processes and built out a sophisticated service management system across global service teams…ITSM
ArticleHow to Benchmark Uptime for ITSM SolutionsHow are you supposed to measure uptime when considering an ITSM software solution? Check out this quick guide to learn more.ITSMBest practices
Case studyVivantio ITSM Helps DriveTime Automate Key Business Processes Company-wideRead how one of the largest auto retailer and finance companies utilizes Vivantio’s ITSM software to meet the demands of an increasing incident workload…ITSM
Case studyLalux Assurances Introduces SLAs with Vivantio’s Service Desk Software ToolExplore how one of the leading insurance companies in the Luxembourg market worked with Vivantio to experience a smooth ERP migration, a record-fast ITSM…ITSM
Case studyAllegis Group Realizes Sevenfold Productivity Gain with Vivantio ITSM ToolLearn how one of the largest privately held staffing companies in the world experienced dramatic operational savings and a 70% reduction in service calls…ITSM
Case studyVivantio Software Transforms Service Management for Planet Financial GroupAfter a group of financial companies specialising in residential mortgage loans began a procurement process for a service desk solution, Vivantio quickly…ITSM

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