Service Culture

It happens. Your best database specialist decides to leave. Or the one service desk employee all your customers love. How do you respond? Are you happy for them? Or disappointed? How you...

Customer Experience

Everybody wants to design great experiences for their customers. But how? To give you some inspiration, I’m sharing some of my favorite articles on creating great Customer Experience....

Self Service

In my previous post I explained how to approach building and maintaining your service catalogue in an agile way. This time, I’ll dive into the question: How do you apply the Agile...

Self Service

Getting your customers to use your self-service features is never easy. Sometimes even harder than getting people to try green eggs and ham.

ITSM Processes

Last week saw the publication of the first part of ITIL 4: ITIL Foundation. In this blog I'll answer all your burning questions about ITIL 4. Such as: What’s new in ITIL 4? And does the...

Customer Experience

According to the Agile Manifesto, customer collaboration goes beyond contract negotiation. You can use this principle to professionalize your service catalogue. But how do you go about...

Customer Experience

As a child, you had an imaginative mind that could create worlds beyond reach. For instance, thinking of the future was always about self-driving cars for me, and Gotham City-like...

Service Culture

Hiring the right people is essential for creating a successful organization. But how do you hire the right people? When recruiting new colleagues, it’s essential to focus on their...

Agile Service Management

When you think of agile working methods, Scrum is one that quickly comes to mind. But while Scrum works great for implementing changes and projects, it has a far from perfect success...

Customer Experience

You don’t get satisfied customers by trying to be the best at everything. Sometimes it’s better to outsource certain tasks. But how much should you outsource if you want to increase...