May 16, 2018
4 steps to boosting Self-Service uptake
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 months, Self-Service went from 3% to 40%, and recently to 70%! How did we do it?
May 11, 2018
What does customer experience mean to the service desk?
There’s a focus shift in Service Management from numbers to experience. We see this in the growing focus on XLAs and CX and other cool acronyms. It’s all about improvements in Service Delivery. What does this imply for you? What can you do to get up to speed fast to improve the customer experience?
November 15, 2017
Building a good Self Service Portal in 5 steps
Making the most of self service will save you work. But you need to design the self service portal for your customers – not for yourself. Read our 5 tips.
January 17, 2017
Making your IT Service Catalogue customer centric
Most IT-departments use a service catalog – few optimize it for their audience: the end user. Both department and user will benefit from more customer focus.
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Looking back at our top ITSM blogs of 2022
It’s official. 2022 has been and gone, which means it’s time for a roundup of our top ITSM blogs of the year. Here’s what you’ve been reading, learning, and talking about in the past year.