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Lesson
10

Empathy in leadership

Just as feelings are important in rapid decision-making, so is empathy important to success in leadership. One CEO is quoted as saying, “if you really want to get the best out of people, you have to really hear them and they have to feel like they have been really heard.”

Lesson
10

IT Service Management (ITSM) in ServiceNow

What is IT Service Management (ITSM)? Classification of IT Services ITSM is a concept that involves delivery of IT services to customers and users. The lifecycle of IT services starts with strategy and continues through design, transition, and operation. Once in operation, continual service improvement is critical not only to the ongoing health of IT services, but also to support the changing, expanding, and simplification of business processes.

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