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Self Service

Digital self-service at your service desk
By Sumit De on April 1, 2021

Picture your life before automated check-in kiosks, supermarket barcode scanners, and online banking services. Can you still remember what things were like before self-service? Customers...

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Service Culture

7 life hacks for your service desk
By Leo Kranenburg on March 25, 2021

We know life at the service desk can get tricky at times. With so many incoming requests, it can make you feel like pulling your hair out.   IT professionals crave easy fixes and...

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Knowledge Management

The benefits of knowledge management for your service desk
By Joost Wapenaar on March 18, 2021

Getting knowledge management right has never been easy. You know that in the long run, recording the knowledge of your service desk could help your team work more efficiently. But it...

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ITSM Processes

The benefits of service desk automation
By Arvind Ganga on March 4, 2021

Handling incidents at the service desk can be quite a time sink. Your team needs to register, categorize, prioritize and assign every single call to the right agent. In the future,...

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Enterprise Service Management

Top 5 Service Management trends for 2021
By Niek Steenhuis on December 17, 2020

For the third consecutive year, we’re predicting the top service management trends to sweep the industry in 2021. Last year, I said that most trends in service management develop slowly....

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ITSM Processes

ITAM vs. ITSM – how they differ and complement each other
By Stephen Mann on December 3, 2020

Industry expert Stephen Mann introduces the first blog in a series all about IT management capabilities that complement IT Service Management (ITSM). He’ll explore what IT Asset...

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ITSM Processes

What is shadow IT? Answers to 5 frequently asked questions
By Bas Blanken on November 19, 2020

The IT department is responsible for all things IT. Sounds pretty straightforward, right? Wrong. Hidden in the dark and shrouded in mystery, shadow IT breathes. But what is shadow IT...

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Customer Experience

An example of a simple customer journey map
By Naïma Lachhab on November 5, 2020

Ready to try your hand at customer journey mapping? This customer journey example shows you exactly what happens when Oliver requests a laptop from your IT department. Continue to the...

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Enterprise Service Management

What the perfect shared services manager looks like
By Stephen Mann on October 22, 2020

Industry expert Stephen Mann shares the seven most important day-to-day responsibilities of a shared services manager and the personal traits that set apart those who thrive in this role.

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Enterprise Service Management

How to improve collaboration between departments
By Doug Tedder on October 8, 2020

What’s the difference between cooperation and collaboration? And why are some organizations so afraid of the latter? In his second guest blog, industry expert Doug Tedder answers all...

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