<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=42246&amp;fmt=gif">

Stay up to date

Self Service

Self-Service and automation - some common questions answered
By Hannah Price on April 29, 2021

As probably everyone knows by now, there's an ever-growing interest in self-service and automation. And that's great! It has a ton of benefits for service desks. But some questions still...

Continue Reading

Knowledge Management

Knowledge Management Best Practices
By Hannah Price on April 15, 2021

If you're looking for a way to decrease the amount of time spent on recurring calls, investing in Knowledge Management is a great strategy. At a modern service desk, employees resolve...

Continue Reading

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...

Continue Reading

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...

Continue Reading

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...

Continue Reading

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,...

Continue Reading

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....

Continue Reading

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...

Continue Reading

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...

Continue Reading

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...

Continue Reading