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Enterprise Service Management

How Santa delivers 1.4 billion presents on time thanks to service management
By Nicola van de Velde on December 11, 2018

The last weeks of the year are extremely busy – and not just for service desks. Santa has to build and store over 1.4 billion gifts, then fly across the world to deliver them to close to...

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Agile Service Management

ITSM trends: How Bimodal IT helps you enhance your organization, instead of tearing it apart
By Erik Pols on December 6, 2018

Agile has been a standard way of collaborating within software development departments for years. Nowadays, Agile is used more and more in other departments as well, including the world...

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Metrics

Using a baseline measurement to achieve service excellence
By Gökhan Tuna on November 29, 2018

Are you planning to do an improvement project within your organization? Consider performing a baseline measurement first. You’ll increase the chance of making your project successful.

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Self Service

[Video] What is a service catalogue?
By Sumit De on November 22, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week: the service catalogue. What is it? And how does it help you to do your work better?

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Agile Service Management

[Infographic] 7 ways to bring Agile and ITSM together this Thanksgiving
By Bas Blanken on November 15, 2018

Thanksgiving’s right around the corner. How do you prepare? Do you lock yourself up in your kitchen for days, or do you cook with family and friends? Do you stick to the recipe, or...

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Customer Experience

Omotenashi: 3 Japanese lessons for service desks
By Ludo Bergkamp on November 8, 2018

One of the lesser known Japanese concepts is Omotenashi. Which 3 lessons for service desks can be drawn from this concept?

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Processes

ITIL 4 is coming. What is it, and is it still relevant?
By Niek Steenhuis on November 1, 2018

At the start of next year, ITIL 4 will be launched. But what does that mean? What will change? And is ITIL still relevant or not? We asked Bas Blanken, service management consultant &...

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Knowledge Management

[Video] What is KCS?
By Colin Bassant on October 25, 2018

In this video series, we explain an ITSM concept in about 45 seconds. This week: KCS, a.k.a. Knowledge Centered Service. What is it? And how does it help you do your work better?

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Customer Experience

The difference between customer satisfaction and customer loyalty
By Colin Bassant on October 18, 2018

What’s the difference between customer satisfaction and customer loyalty? How can you measure whether your customers are satisfied and will keep buying from you? How much effort should...

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Customer Experience

Do you want real feedback? Start looking for angry customers
By Gökhan Tuna on October 11, 2018

So, you want to use feedback to improve your service department. But where do you start? Gökhan Tuna, customer feedback expert at TOPdesk, has got a tip for you. It sounds...

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