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The latest News and Information on IT Service Management, Service Desk and related technologies.

What is SD-WAN

SD-WAN is software to help manage the WAN. It makes the management and operation of a WAN by decoupling the networking hardware from its control mechanism and making it more straightforward. SD-WAN is a transformative technology used to simplify IT infrastructure management through a virtual WAN architecture that securely connects users to their applications. To understand SD-WAN, we should start with the traditional WAN.

7 tips for knowledge managers to increase self-service

Knowledge managers have an ongoing challenge: They want to encourage customers to self-serve and quickly find answers to their questions. They also want to minimize frustration if customers can’t quickly find an answer. Delivering great self-service is key to customer experience. It’s in everyone’s best interest if a customer doesn’t open a case (or incident). But where is the line between keeping your customer happy and causing undue delays?