Processes

In Service Departments, there’s a tendency to focus on resolving immediate Incidents rather than addressing the underlying Problems. The catch-22 is that those Problems lead to more...

Processes

Your help desk is having a hard time solving the high number of incoming customer issues. You lack the time to find your inner Sherlock Holmes and investigate underlying causes and if...

Self Service

So you're just about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve the customer experience and lower costs at the same...

Customer Experience

Experience Level Agreements isn’t just another trending service concept with a cool acronym. It’s is something we really should be taking into consideration if we want to understand if...

Shared Service Management

Did you ever notice how many questions a new employee has in their first few months? How can I submit my declarations? Who do I have to request a phone from? Et cetera. Of course you...

Agile Service Management

There is no script you can follow while transitioning to an agile work environment. There are, however, experts who can help smooth the transition. Steven Happee is one of them. Steven...

Self Service

One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three...

Customer Experience

There's a focus shift in Service Management from numbers to experience . We see this in the growing focus on XLAs and CX and other cool acronyms. It's all about improvements in...

Customer Experience

What do you know about Customer Experience Managers? It's a popular role with companies as a whole, but not typically with Service Desks. What does this role imply? And how can it...

Agile Service Management

Do you have questions about moving to more Agile Service Management, and the implications of doing so? Consultant Bas Blanken - author of our Agile Service Management E-book and several...