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Articles By

Sumit De

Head of Consultancy UK

Self Service

Digital self-service at your service desk
By Sumit De on February 27, 2020

Picture your life before automated check-in kiosks, supermarket barcode scanners, and online banking services. Can you still remember what things were like before self-service? Customers...

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Customer Experience

10 methods of obtaining customer feedback
By Sumit De on February 20, 2020

Want to know how to improve the way your customers experience your services? If you don’t ask them, you’ll never know. Here are 10 creative ways to find out how your customers really...

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ITSM Processes

Understanding the Incident Priority Matrix
By Sumit De on August 15, 2019

The tickets keep rolling in and they are all over the place. Of course, the blocked printer on floor 7 takes a back seat if all of the company’s internet is under attack by outage...

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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 & KPIs

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
By Sumit De on March 28, 2018

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

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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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ITSM 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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