<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=42246&amp;fmt=gif">

Stay up to date

Metrics

Incident Management KPIs: a guide to better reporting
By Sarah Bilton on July 12, 2018

Consistently meeting you Incident Management KPIs and matching SLAs is something we all contend with on a monthly, weekly and sometimes daily basis. Meeting Incident Management targets...

Continue Reading

Customer Experience

Defining Customer Journey Touchpoints
By Hannah Price on July 5, 2018

If you’re trying increase your customer satisfaction score, or even improve the image of your IT department, have you considered mapping your customer journeys?

Continue Reading

Metrics

Setting Help Desk Customer Experience KPIs that matter
By Sumit De on June 28, 2018

At the end of the day, it's your Service Desk customers have the last word about your services. And that's why it's increasingly important that you track how they feel about their...

Continue Reading

Processes

5 steps to a better Problem Management process
By Hannah Price on June 20, 2018

In Service Departments, there’s a tendency to focus on resolving immediate Incidents rather than addressing the underlying Problems. The catch-22 is that those Problems lead to more...

Continue Reading

Processes

Why choosing Help Desk Software is a struggle
By Marcel van Loon on June 14, 2018

Help desk software as solution Good help desk software will help streamline your day-to-day help desk operations. Often, it will include a ticketing system for your IT, FM or HR...

Continue Reading

Self Service

How to successfully promote your Self-Service Portal
By Ron van Haasteren on June 14, 2018

So you're just about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve the customer experience and lower costs at the same...

Continue Reading

Customer Experience

Why XLAs matter for your Service Delivery
By Sarah Bilton on June 7, 2018

Experience Level Agreements isn’t just another trending service concept with a cool acronym. It’s is something we really should be taking into consideration if we want to understand if...

Continue Reading

Shared Service Management

How Enterprise Service Management improves the user experience
By Martijn Poll on May 31, 2018

Did you ever notice how many questions a new employee has in their first few months? How can I submit my declarations? Who do I have to request a phone from? Et cetera. Of course you...

Continue Reading

Agile Service Management

7 things to avoid when applying agile to ITSM
By Steven Happee on May 24, 2018

There is no script you can follow while transitioning to an agile work environment. There are, however, experts who can help smooth the transition. Steven Happee is one of them. Steven...

Continue Reading

Self Service

4 steps to boosting Self-Service uptake [Case Study]
By Jeroen Janssen on May 16, 2018

One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three...

Continue Reading