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Niek Steenhuis

Enterprise Service Management

26 IT service management terms you need to know – from ABC to XLA
By Niek Steenhuis on January 9, 2020

The field of service management is no stranger to buzzwords. What do terms like ESM, SIAM and swarming mean? And how could they benefit your service delivery? We collected a list of...

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ITSM Processes

The top 5 ITSM trends 2020
By Niek Steenhuis on December 5, 2019

How will ITSM change in the coming year? Just like we did last year, we collected the 5 most relevant ITSM trends for 2020 that will change service management.

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Enterprise Service Management

6 articles on silo-breaking with Enterprise Service Management
By Niek Steenhuis on November 7, 2019

Delivering great service requires collaboration between various departments. Enterprise Service Management (ESM). When you adopt an ESM approach, you force yourself to look at your...

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Self Service

Self-service stress at Dr Seuss’ service desk
By Niek Steenhuis on March 7, 2019

Getting your customers to use your self-service features is never easy. Sometimes even harder than getting people to try green eggs and ham.

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ITSM Processes

ITIL 4 is coming. What is it, and is it still relevant?
By Niek Steenhuis on November 1, 2018

At the start of next year, ITIL 4 will be launched. But what does that mean? What will change? And is ITIL still relevant or not? We asked Bas Blanken, service management consultant &...

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