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Articles By

Sumit De

Head of Consultancy UK

Self Service

[Video] What is a service catalogue?
By Sumit De on November 22, 2018

In this video series, we explain an ITSM concept in about 60 seconds. This week: the service catalogue. What is it? And how does it help you to do your work better?

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Customer Experience

ITSM trends: Employee experience, the key to a successful organization
By Sumit De on August 2, 2018

Employee experience is the new business rage, so it seems. Earlier this year, Forbes proclaimed 2018 to be the year of Employee Experience, and you see it popping up in shows and events...

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Metrics

Setting Help Desk Customer Experience KPIs that matter
By Sumit De on June 28, 2018

At the end of the day, it's your Service Desk customers have the last word about your services. And that's why it's increasingly important that you track how they feel about their...

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Customer Experience

What is Workforce Enablement?
By Sumit De on April 12, 2018

Research shows happy employees lead to happy customers. And happy customers lead to increased revenue. So how do you keep your fellow employees happy?

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Customer Experience

Improving your Service Desk Customer Experience in 2018
By Sumit De on March 28, 2018

Want to exceed your customer’s expectations yet again in 2018? Take one step back. Create a sound foundation by taking away all obstacles your customers might have. How? With Workforce...

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Customer Experience

6 ways to improve your Service Desk customer service
By Sumit De on November 29, 2017

Customer experience is increasingly important to the modern service desk. Luckily, there are a lot of ways to make sure that your service delivery always meets your customer's demands....

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Processes

Getting the Incident Escalation process right
By Sumit De on November 1, 2017

Incident Management tends to be one of those ‘must-do but I really wish we could focus on something else’ kind of tasks. But understanding proper Incident escalation is indeed highly...

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Self Service

4 steps to a more user-friendly Self-Service Portal
By Sumit De on October 13, 2017

We're pretty passionate about Self Service, which also means we like when it's done right. One of the most common questions we get as consultants is how to ensure users actually use the...

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Metrics

4 steps to better IT Customer Satisfaction Surveys
By Sumit De on October 3, 2017

Much like most Service Desks, you probably want to measure how well you're scoring with your customers. You make a survey, but the results just aren't coming in. Perhaps you should ask...

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Customer Experience

Improving your Service Desk's end-user communication
By Sumit De on September 1, 2017

To provide good service as a Service Department, you have to understand your Customers. If not, it's almost impossible to deliver services that are optimised to the needs of your...

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