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Customer Experience

It’s Geek Pride Day! 10 traits that give away our own geek factor
By TOPdesk on May 23, 2019

Did you know May 25 is Geek Pride Day? People around the world use this day to acknowledge their geekiness and spread it to other people. It probably won’t surprise you that we at...

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Service Culture

The secret to happy service desk employees
By Wolter Smit on May 16, 2019

Why do so many people hate their jobs? And why do others go to work with a spring in their step? Disgruntled employees tend to complain about the same things: their boss ignores their...

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ITSM Processes

How AI makes service desk customers more self-sufficient
By Arvind Ganga on May 9, 2019

How self-sufficient are your service desk customers? Shift Left is a method for making your customers more self-reliant by giving them the tools for finding the answers to their...

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ITSM Processes

ITSM-trends: VeriSM, one model to rule them all?
By Gunnar Oldenhof on May 2, 2019

Trends come and go in service management, technology, processes and frameworks. For every trend, the question is: how will it help you? Does the latest trend really help you improve your...

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Service Culture

Why you should help your service desk employees find new challenges
By Rob Haaring on April 25, 2019

Have your service desk employees hit the bottom of their learning curve? And don't you want all these talented service desk employees to leave for another employer? Then help them find a...

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Customer Experience

5 Easter eggs to make your service desk stand out
By Nicola van de Velde on April 18, 2019

It’s spring time. Flowers are blooming, and customer love is in the air. Service desks are looking to improve the bond with their customers, and offer them that bit of extra attention...

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Customer Experience

4 things Game of Thrones teaches us about customer experience
By Nicola van de Velde on April 11, 2019

HBO’s hugely successful Game of Thrones is coming to its 8th and final season. Now before we get all teary-eyed and find out who ends up on the Iron Throne, we’d like to share our...

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ITSM Processes

Augmented Intelligence for a smarter service desk
By Arvind Ganga on April 4, 2019

Artificial Intelligence is everywhere. From automatic suggestions in Netflix, to self-propelled cars and pioneering research in the medical world. AI is also becoming increasingly...

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Service Culture

Retaining your talent by waving them goodbye
By Rob Haaring on March 28, 2019

It happens. Your best database specialist decides to leave. Or the one service desk employee all your customers love. How do you respond? Are you happy for them? Or disappointed? How you...

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Knowledge Management

Overcoming Knowledge Management Challenges at the Service Desk
By Hannah Price on March 26, 2019

Whether you are just looking to start the process of better knowledge sharing in your organisation, or if you already have a Knowledge Base you'd like to make better use of, one of the...

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