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Customer Experience

Why the digital workforce won’t take over the service desk
By Ron van Haasteren on February 14, 2019

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...

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Service Culture

Creating your team: do you choose personality over skills?
By Rob Haaring on February 7, 2019

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...

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Agile Service Management

Want an agile service desk? Forget about Scrum, start using Kanban
By Gerard Bakker on January 31, 2019

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...

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Customer Experience

Outsourcing 2.0 – Why IT departments should learn to let go
By Wolter Smit on January 24, 2019

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...

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Agile Service Management

An agile approach to your service catalogue
By Gökhan Tuna on January 17, 2019

Your service catalogue only has value for your organization when it’s up to date. But how do you ensure that your team actually makes time to regularly update the service catalogue? My...

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Self Service

[Infographic] 5 self-service tips, based on input from 120+ IT experts
By Colin Bassant on January 10, 2019

We asked IT experts from all around the globe about the state of their self-service. Our survey included questions such as: Through which channels do you receive most of your requests?...

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Enterprise Service Management

5 ITSM trends for 2019
By Nancy Van Elsacker Louisnord on January 3, 2019

2018 has come and gone, which means it's time to focus on 2019! What will happen in the ITSM world this year? Which new trends will pop up? And how will current trends develop? I...

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Self Service

This should be your #1 priority when merging service desks
By Sarah Bilton on December 20, 2018

Are you about to merge two or more service desks? Perhaps due to a merger of companies, or a centralization within your organization? The key to shaping the various teams into one...

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Enterprise Service Management

How Santa delivers 1.4 billion presents on time thanks to service management
By Nicola van de Velde on December 11, 2018

The last weeks of the year are extremely busy – and not just for service desks. Santa has to build and store over 1.4 billion gifts, then fly across the world to deliver them to close to...

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Agile Service Management

ITSM trends: How Bimodal IT helps you enhance your organization, instead of tearing it apart
By Erik Pols on December 6, 2018

Agile has been a standard way of collaborating within software development departments for years. Nowadays, Agile is used more and more in other departments as well, including the world...

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