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Highlight is an insights platform built specifically to transform the commercial strategies of MSPs and other IT Service providers. It enables business-level users (sales teams, service managers, operations agents and pro…

There comes a point in any industry when enough people know that the product or service being provided is valuable. Shortly thereafter, more people will start offering that product or service, because the market exists. A…

And how to pick the right one as a service provider in 2021 Network monitoring is a staple of IT services. As a service provider, it’s critical to understand how you stack up against SLAs and maintain high standards for y…

The relationship between you and your customer will be heavily influenced by your customer service strategy – and whether you actually have a thought-out strategy in this area, or just respond tactically to customer requi…

You’ve likely heard about the ITIL service lifecycle and the service value system — what you might not be too familiar with is what exactly differs between both. Each framework is used as a means to the same end — to crea…

For many years, ITIL has been the major IT Service Management (ITSM) framework — loved and hated in equal measure. Since then ITIL has undergone multiple overhauls, not least the fundamental overhaul of 2019 — moving from…