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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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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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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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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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4 July 2017

How customer journey mapping makes for a more customer-focused IT organization

You receive daily feedback from customers on your services. There is room for improvement. But where to start? Your first step: mapping a customer journey.

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6 April 2017

2 ways of measuring IT customer satisfaction

More and more organizations are becoming aware of the necessity of internal customer satisfaction surveys for improving services. Some organizations gauge this every year, others continuously. Which measurement approach is right for your situation?

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