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Agile Service Management

[Infographic] 7 ways to bring Agile and ITSM together this Thanksgiving
By Bas Blanken on November 15, 2018

Thanksgiving’s right around the corner. How do you prepare? Do you lock yourself up in your kitchen for days, or do you cook with family and friends? Do you stick to the recipe, or...

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Customer Experience

Omotenashi: 3 Japanese lessons for service desks
By Ludo Bergkamp on November 8, 2018

One of the lesser known Japanese concepts is Omotenashi. Which 3 lessons for service desks can be drawn from this concept?

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Processes

ITIL 4 is coming. What is it, and is it still relevant?
By Niek Steenhuis on November 1, 2018

At the start of next year, ITIL 4 will be launched. But what does that mean? What will change? And is ITIL still relevant or not? We asked Bas Blanken, service management consultant &...

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Knowledge Management

[Video] What is KCS?
By Colin Bassant on October 25, 2018

In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?

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Customer Experience

The difference between customer satisfaction and customer loyalty
By Colin Bassant on October 18, 2018

What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should...

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Customer Experience

Do you want real feedback? Start looking for angry customers
By Gökhan Tuna on October 11, 2018

So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds...

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Enterprise Service Management

[Video] What is Shared Service Management?
By Nancy Van Elsacker Louisnord on October 4, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And...

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Customer Experience

Customer Effort Score as a predictor of customer loyalty
By Colin Bassant on September 27, 2018

How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....

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Customer Experience

How cloud computing impacts customer satisfaction
By Roeland van Rijswijk on September 20, 2018

What do IT customer satisfaction and the cloud have in common? A co-worker recently asked me to explain the relationship between the two in 300 words or less. No problem! The cloud...

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Knowledge Management

[Video] What is Shift Left?
By Hannah Price on September 13, 2018

 In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Left. What is it? And how does it help you improve your service delivery?

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