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Articles By

Nancy Van Elsacker Louisnord

President, TOPdesk USA

Enterprise Service Management

[Video] What is Shared Service Management?
By Nancy Van Elsacker Louisnord on October 4, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And...

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Customer Experience

What does Customer Experience mean to the Service Desk?
By Nancy Van Elsacker Louisnord on May 11, 2018

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...

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Enterprise Service Management

Small steps: collaborate better across service departments
By Nancy Van Elsacker Louisnord on March 23, 2017

According to a report by SDI and TOPdesk, 90 per cent of organizations have more than one service desk and 55 per cent are planning for shared service management. There are a lot of...

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Enterprise Service Management

How to implement Shared Services for HR, IT and FM
By Nancy Van Elsacker Louisnord on December 16, 2016

Supporting departments within organizations have traditionally focused on managing and improving their own services. However, end users are becoming more critical and demanding of...

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Enterprise Service Management

Why today's trends require collaboration across service departments
By Nancy Van Elsacker Louisnord on December 13, 2016

Supporting departments within organizations have traditionally focused on managing and improving their own services. However, end users are becoming more critical and demanding of...

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