Enterprise Service Management

Industry expert Stephen Mann is back with another blog. Today, he explains how a shared services model extends the benefits of Enterprise Service Management (ESM) for your organization....

Metrics & KPIs

Where does your organization stand in terms of its service delivery? Are the service departments in your organization healthy, or do they lack direction? And how can they maximize their...

Customer Experience

In the past decade, and especially in the past few months, digitalization has shifted from a novelty to the new norm. But technology isn’t the only thing that has changed: we have...

ITSM Processes

Change management processes sometimes become overly complicated. When you get too caught up in the process, you tend to forget to involve your stakeholders and end users. So what can you...

Enterprise Service Management

Working from home has been – and will be – the norm for quite some time. But that doesn’t mean you can’t prepare for your return to the office in case COVID-19 measures start to ease....

Service Culture

Sesame Street's 50th season finale aired on 11 July! Children in more than 150 countries all over the world have grown up with the lovable residents of Sesame Street. Did you know the...

Agile Service Management

Scrum and agile ITSM are hot topics discussed across the internet, in the elevator, or while waiting in line at the coffee machine. But how does it all work? And how can you apply scrum...

Enterprise Service Management

Inspired by the Mars rover mission that’s supposed to launch on 20 July 2020, we started thinking about the frontiers of the service desk. Will the service desk as we know it still exist...

Enterprise Service Management

Wouldn’t it be great to have completely stress-free workplaces? Unfortunately, this is unrealistic – stress is part and parcel of life, and work is no different. We’re going to run...

Enterprise Service Management

Why is having a single point of contact (SPOC) so important for Enterprise Service Management (ESM)? In his first guest blog, industry expert Doug Tedder explains the transformative...