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17 August 2017

Implementing a knowledge sharing culture for better Knowledge Management

I’ve spoken before about the importance of knowledge sharing in the modern service desk. Not only does it help cut resolution times massively, but it also promotes a better working culture. But to really push this cultural shift through in your organisation, there are a few things you need to do.

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15 August 2017

5 things your service desk account managers should do

How to say no and still leave the customer satisfied? Some organizations have appointed account managers for this: people whose job it is to establish a strong relationship with customers built on clear, regular communication. This can work wonders. Here’s how to get the most out of your account managers.

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10 August 2017

The Benefits of CAFM-Software

Perhaps you are hoping manage your day to day workload better but are unsure how else CAFM software may benefit your organisation to make the shift. Making the transition from paper to portal can be a daunting step, but it’s easier than you think!

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8 August 2017

4 KPIs to measure your customer satisfaction

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration, response times and the number of processed calls per month. Useful, but it doesn’t tell you whether your customers are really happy.

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4 August 2017

Applying Agile to Service Management

There's a lot of talk about agile in the industry. But does agile service management work? Or is the word ‘agile’ simply meant to make service management sound cooler? Opinions are divided, but there is definitely a fair few benefits to working agile, even for Service Desks.

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1 August 2017

A step by step guide to Best Practice Service Management


In our previous blogs we explained why IT needs an alternative for ITIL, and introduced a Best Practices for Service Management (BPSM) to help you simplify your processes and improve your services. Here, we’re explaining how to implement BPSM step by step.

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28 July 2017

Best Practice Knowledge Management Step-by-Step

We strongly believe that Knowledge Sharing is the way to go for the modern Service Desk. Instead of reinventing the wheel with every call, you should be using the collective knowledge of the Service Desk to solve calls faster, with proper use of Knowledge Management.

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25 July 2017

What is Best Practice Service Management?

The way forward for ITSM is customer focus. Think all you want about how you manage incidents efficiently, but if you don't put your customer in focus in that process, your department will not work on optimal efficiency. And if you think too much about processes, you lose sight of your main goal: providing excellent services.

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20 July 2017

Optimising your Customer Journeys for better user experience

I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of paper.

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18 July 2017

Why ITIL isn't the answer to today's ITSM challenges

For decades, service management frameworks such as ITIL have shaped how supporting departments go about their daily tasks. So why are organisations struggling to translate excellent IT management into equally good services? 

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