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14 March 2018

Creating a better Knowledge Base experience (Infographic)

Better Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.

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13 March 2018

Service Desk KPIs, what are they and what are they not?

So, you want to set some targets for your department. But where do you start? You’ve done some research and everybody who is anybody seems to be saying that KPIs are the way to go. But what exactly are KPIs, what can they do for you - and perhaps more importantly, what can’t they do?

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8 March 2018

Save costs on your supplier contracts? Do these 3 things.

I recently visited the IT department of an educational institution to advise them about their contract management. Three months later they’d saved one million euros for the coming two years. Just on IT contracts. And guess what? It wasn’t even that hard.

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1 March 2018

This is how your IT department reacts to an agile transition

Introducing an agile way of working means a culture shift at your IT department. Some embrace the change, others might not be so eager to change the way they work. What reactions can you expect from your IT employees? And how do you deal with these reactions?

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22 February 2018

Creating an onboarding workflow in 2 hours

Are you looking to improve your onboarding process? In this post, I’ll explain how to work together to set up an onboarding workflow in just two hours.

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15 February 2018

How to better include your end-users in Change Management processes

Change processes sometimes get a bit too overly complicated. And what tends to happen when you get too into the processes is you forget to involve your stakeholders enough. So what can you do to make the Change process easier for everyone?

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7 February 2018

Scrum and agile: what's the difference and how do they work with ITSM?

Scrum and agile are hot topics discussed across the internet, in the elevator, or while waiting in line at the coffee machine. But how does it all work? And how can you apply scrum to your IT team?

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1 February 2018

3 reasons for a better employee onboarding process

Imagine it’s your first day at your new job. You don’t know where to go and hope everything is ready for you. Well, the problem is - in many organisations, everything isn't ready. And there is a lot of room for improvement. 

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25 January 2018

How we improved our Knowledge Base using negative feedback data

It’s no fun receiving negative feedback, but we've found that it's incredibly valuable sometimes. For example if you want to improve your Knowledge Base. What do you do when a knowledge item is deemed ‘not helpful’ by your customers? Here's our approach:

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18 January 2018

Writing better Knowledge Base Articles

So often, the problem with Knowledge Bases is that they are hard to understand. Either the knowledge articles do contain the knowledge and it's just not communicated that well, or the Knowledge base is hard to coordinate. So what do you do? 

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