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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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Knowledge Management

How to implement KCS in 6 steps – and get measurable results
By Joost Wapenaar on June 27, 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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Service Culture

Improve team collaboration on your service desk using personality tests
By Rob Haaring on June 20, 2019

Personality tests. Some swear by them, convinced that they improve team performance. Others consider them a complete waste of time. So, are personality tests worthwhile? And can they...

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Self Service

Using Cialdini’s 7 principles on your self service portal
By Leo Kranenburg on June 13, 2019

The number of visitors to your self service portal is a key element in measuring its success. Even the best-designed portal is a failure if customers don’t use it. So, how do you win...

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Agile Service Management

Lean Service Management: the solution to time wastage at your service desk
By Jeroen Meijer on June 6, 2019

The release of ITIL 4 showed that Lean is as relevant as ever. With its emphasis on value streams and delivering value, ITIL 4 is firmly rooted in Lean philosophy. But what is Lean? And...

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