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. Service desk...
Continue ReadingHandling 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. Service desk...
Continue ReadingFor 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....
Continue ReadingIndustry 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...
Continue ReadingThe 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...
Continue ReadingReady 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...
Continue ReadingIndustry 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.
Continue ReadingWhat’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...
Continue ReadingThere’s never been a greater digital training course than the coronavirus crisis, according to Steven van Belleghem, thought leader in the field of customer relationship transformation,...
Continue ReadingIndustry 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....
Continue ReadingWhere 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...
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