Customer Experience

ITSM is always changing. We’re constantly developing new technologies in a bid to make businesses run more efficiently. While that’s all well and good, we seem to have forgotten why we...

Processes

A good, proactive Problem Management process is a crucial way to minimize the impact of disruptions whilst increasing satisfaction and trust, of your customers when incidents occur....

Customer Experience

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?

Processes

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...

Self Service

As probably everyone knows by now, there's been an ever-growing interest in Self-Service and automation the last few years. And that's great! It has a ton of benefits for Service Desk....

Knowledge Management

Who owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...

Knowledge Management

Better Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.

Knowledge Management

So often, the problem with Knowledge Bases is that they are hard to understand. Either the knowledge articles do contain the knowledge and it's just not communicated that well, or the...

Knowledge Management

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...

Customer Experience

While Service Level Agreements in ITSM are great for many things, relying on them too heavily will risk long term damage to your organisation. You simply get blinded by numbers and...