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ITSM Processes

The top 5 ITSM trends 2020
By Niek Steenhuis on December 5, 2019

How will ITSM change in the coming year? Just like we did last year, we collected the 5 most relevant ITSM trends for 2020 that will change service management.

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Service Culture

Need inspiration for the festive season? 7 original gift ideas for the Cyber Monday sales!
By Luke van Velthoven on November 28, 2019

Bluetooth speakers, power banks, gift vouchers that let you decide what to buy: proven ideas for practical gifts to suit virtually everyone. But is ‘practical’ really what you’re looking...

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ITSM Processes

ITSM & DevOps: Friends or foes?
By Jeroen Boks on November 21, 2019

You’ve heard of DevOps. You know it means that development and IT operations will work together more. The goal is to make better products for customers faster, and to be more aligned...

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Service Culture

The major factor that makes a good service desk employee
By Frits Koot on November 14, 2019

Self-service, Shift Left and AI free up time that your service desk staff can use to focus on important and recurring problems. Given that these are the problems that have the greatest...

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Enterprise Service Management

6 articles on silo-breaking with Enterprise Service Management
By Niek Steenhuis on November 7, 2019

Delivering great service requires collaboration between various departments. Enterprise Service Management (ESM). When you adopt an ESM approach, you force yourself to look at your...

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ITSM Processes

Halloween: 5 IT security nightmares to keep you up all night
By Fijke Roelofsen on October 31, 2019

It’s October again. It's time for Halloween, so it’s the season to be scared. It’s probably not a coincidence that October is also Cyber Security Awareness Month, because if there’s one...

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ITSM Processes, AI

What can chatbots do for your service desk?
By Acacia Kooij on October 24, 2019

Do your service desk employees perceive chatbots as a threat? Put their minds at rest. Chatbots don’t work under their own steam, but rather in collaboration with people. Keen to learn...

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Service Culture

Service Desk Bingo: How many squares can you cross off?
By Kayleigh Noordijk on October 17, 2019

No two days on the service desk are the same. One moment you’re sitting there twiddling your thumbs and the next you’re inundated with requests from colleagues. And, just when you...

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ITSM Processes

Do your incident categories make sense? A checklist of 6 questions
By Sarah Bilton on October 10, 2019

Your team probably spends a lot of time registering categorizations for your incidents. But to what end? Does it help your team handle incident faster? Check out these 6 questions to see...

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ITSM Processes

AI: your trusty service desk sidekick
By Arvind Ganga on October 3, 2019

What do Chewbacca, Luigi and Dr. Watson each have in common? They’re all trusty sidekicks who ensure that Han Solo, Mario and Sherlock, respectively, excel in their work. AI does exactly...

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