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15 November 2017

Building a Self-Service Portal in 4 steps

Making the most of Self-Service will save you work in the long run, but also requires a bit of work to get going. To get the most out of it, you need to design the portal for your audience - and not for yourself. Keep these few things in mind. 

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8 November 2017

Why IT should be the driver behind strategic innovation

Research shows that organizations with IT focus are 20% more profitable than competitors. So there is evidence that IT should be more involved in strategic descisions, but the department is still too often seen as an expense. How do you bridge the gap between ambition and reality?

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1 November 2017

Getting the Incident Escalation process right

Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly important, and can also contribute to less confusion in the Incident Management Process.

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26 October 2017

Inspiring better Knowledge Management in your Service Desk

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 biggest challenges is preparing your department for the change in operations it implies.

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19 October 2017

Getting a better grip of your Service Desk Reports

Reports are incredibly useful to any Service Department - but they can lose effectiveness if you aren’t sure what purpose you generated them for. The solution: cut down the amount of reports you generate, and make sure they have a purpose by aligning them with your goals.

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13 October 2017

4 steps to a more user-friendly Self Service Portal

We're pretty passionate about Self Service, which also means we like when it's done right. One of the most common questions we get as consultants is how to ensure users actually use the Self-Service portal. One part of that answer is to have a portal that users want to use. How?

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3 October 2017

4 steps to better IT Customer Satisfaction Surveys

Much like most Service Desks, you probably want to measure how well you're scoring with your customers. You make a survey, but the results just aren't coming in. Perhaps you should ask if your survey is user-friendly enough.

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28 September 2017

Is your Service Desk GDPR-ready?

It’s an important subject for many organizations: the GDPR. From 25 May 2018 on, this legislation comes into force for the entire European Union and organizations must meet the new regulations. Is your organization ready? We’d like to give you 6 tips to get you started.

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26 September 2017

Optimising your Customer Journeys for better user experience

I've written before on this blog about how to set up customer journeys. But what I haven't discussed yet is how to best map these out. That all starts with a very big, blank sheet of paper.

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21 September 2017

Better Contract Management for MSPs

Your customer picked you as their Managed Service Provider and you’ve both signed the contract. Let’s put that contract in a file. Or wait. Is that really the best thing to do?

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