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Service Culture

The major factor that makes a good service desk employee
By Frits Koot on November 14, 2019

Self-service, Shift Left and AI free up time that your service desk staff can use to focus on important and recurring problems. Given that these are the problems that have the greatest...

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Enterprise Service Management

6 articles on silo-breaking with Enterprise Service Management
By Niek Steenhuis on November 7, 2019

Delivering great service requires collaboration between various departments. Enterprise Service Management (ESM). When you adopt an ESM approach, you force yourself to look at your...

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ITSM Processes

Halloween: 5 IT security nightmares to keep you up all night
By Fijke Roelofsen on October 31, 2019

It’s October again. It's time for Halloween, so it’s the season to be scared. It’s probably not a coincidence that October is also Cyber Security Awareness Month, because if there’s one...

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ITSM Processes, AI

What can chatbots do for your service desk?
By Acacia Kooij on October 24, 2019

Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn...

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Service Culture

Service Desk Bingo: How many squares can you cross off?
By Kayleigh Noordijk on October 17, 2019

No two days on the service desk are the same. One moment you’re sitting there twiddling your thumbs and the next you’re inundated with requests from colleagues. And, just when you...

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ITSM Processes

Do your incident categories make sense? A checklist of 6 questions
By Sarah Bilton on October 10, 2019

Your team probably spends a lot of time registering categorizations for your incidents. But to what end? Does it help your team handle incident faster? Check out these 6 questions to see...

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ITSM Processes

AI: your trusty service desk sidekick
By Arvind Ganga on October 3, 2019

What do Chewbacca, Luigi and Dr. Watson each have in common? They’re all trusty sidekicks who ensure that Han Solo, Mario and Sherlock, respectively, excel in their work. AI does exactly...

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Service Culture

Back2school season: 5 inspiring resources with great lessons on work culture
By Fijke Roelofsen on September 26, 2019

Summer’s over, the first day of school has come and gone. Your own school days might be over, but are you eager to learn something new this fall? Then what better time to read some...

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ITSM Processes

Changes in IT: a peek into the future
By TOPdesk on September 19, 2019

The world is changing fast, and companies have to keep up. Why are some companies so much better at embracing the digital era than others? Peter Hinssen has the answer. So watch the...

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ITSM Processes

5 Problem Management best practices
By Hannah Price on September 12, 2019

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...

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