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Martijn Meeder

ITSM Processes

5 checklist items for Best Practice Change Management
By Martijn Meeder on August 24, 2017

One of the tasks of the change manager is to make sure new standard services can be delivered multiple times without problems. To guarantee this happens, make sure you keep track of the...

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ITSM Processes

5 things your service desk account managers should do
By Martijn Meeder on August 15, 2017

How to say no and still leave the customer satisfied? Some organizations have appointed account managers for this: people whose job it is to establish a strong relationship with...

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Metrics & KPIs

4 customer satisfaction KPIs for your service desk
By Martijn Meeder on August 8, 2017

Service desks are getting more customer-oriented, but their Key Performance Indicators (KPIs) stay the same. We still measure duration, response times and the number of processed calls...

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Enterprise Service Management

Simple steps towards sharing processes
By Martijn Meeder on April 18, 2017

During the process of making the procedures of various supporting departments uniform, one department often takes the lead. In this article I will explore whether it is better to search...

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