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Knowledge Management

Sharing knowledge is power
By TOPdesk on September 5, 2019

Knowledge management. It sounds promising and it actually is, provided that you do it right. But how do you do knowledge management right? In this video, Steve Brand reveals the secrets...

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Metrics & KPIs

4 customer satisfaction KPIs for your service desk
By Martijn Meeder on August 29, 2019

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration and response times and the number of processed...

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ITSM Processes

Is technology outpacing people?
By TOPdesk on August 22, 2019

We all know technology is changing faster than you can say ‘outdated.’ But what does that mean for the people working with that technology? Clearly, a changing world requires a changing...

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ITSM Processes

Understanding the Incident Priority Matrix
By Sumit De on August 15, 2019

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage...

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ITSM Processes

AI in service management 101
By TOPdesk on August 8, 2019

AI: it’s been quite the buzzword lately, but what will it actually do for your services? Is it really that great, or is it just another hype that will fizzle out as quickly as it came up?

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Knowledge Management

What does Shift Left mean for ITSM?
By Hannah Price on August 1, 2019

Shift Left as a trend keeps on growing in the industry, and as a company focused on service excellence and end user empowerment, we couldn't be happier. But why is Shift Left still...

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ITSM Processes

System administrators: the #SUPERHEROES of your organization
By TOPdesk on July 25, 2019

26 July was Sysadmin day! It’s the perfect day in the year to celebrate system administrators. Which you should do, because where would you be without them? Nowhere, that’s where. Who...

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Service Culture

9 soft skills that are indispensable for your IT department
By Acacia Kooij on July 18, 2019

The modern office. What does it look like? Do you still have a dedicated workplace or can you take your laptop and sit wherever you choose? Do you even go to an office at all? Perhaps...

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Knowledge Management

How to implement KCS in 6 steps: Training & Coaching
By Joost Wapenaar on July 11, 2019

Getting Knowledge Management right has always been tricky. It’s always important, but never urgent. Knowledge Centered Service (KCS)* has lowered the threshold for getting started with...

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Customer Experience

One CX-hack your service desk should steal from your sales team
By Gökhan Tuna on July 4, 2019

How do you improve your Customer Experience without increasing your budget? This is the conundrum for many service desks. The answer can come from an unexpected place: you can learn some...

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