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Paul Brandvold on The Human Side of ITSM

Ranjani Raghupathi September 18, 2026

Support and IT service management have changed significantly over the years, but the fundamentals remain surprisingly familiar. Technology has become more complex, customer expectations have evolved, and AI is changing how teams work. Yet, at its core, support is still

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IT Support Levels Explained: What Level 0, 1, 2, 3, and 4 Actually Do

Let me explain something that confuses a lot of people when they first hear about IT support levels. Why are...

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