How can you successfully implement digital self-service at your service desk? Find out what you should – and shouldn’t – be doing.

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Setting targets for your department. Easier said than done. Where do you start? Service desk KPIs are the answer. Find out the lowdown on KPIs here.

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Want to know how your customers really feel about your services? Ask them! Use these 10 methods of obtaining customer feedback to find out.

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Your service desk is customer-oriented, but your KPI is the number of processed calls. Sounds familiar? Here’s 4 customer satisfaction KPIs to track.

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The priority equation ‘Impact x Urgency’ isn’t as simple as it may seem. Here’s how to handle Incident Management with the Incident Priority Matrix.

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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 do your work better?

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You want to meet your incident management targets, we all do. But what incident management KPIs should you focus on? And what targets should you aim for?

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When you’re tracking customer experience, simplicity is key. These are the most important customer experience KPIs to keep an eye on.

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You’re about to launch a Self-Service Portal. That should be the perfect solution to help your service department improve customer experience and lower costs at the same time. However, for that to happen it’s obviously important that your customers use it. Communicate the ease of a self-service.

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Since everyone now works on the go – using their own apps and devices – one approach is to ask how you can best enable them to keep doing that.

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Want to exceed your customer’s expectations of your service desk? Create a sound foundation by taking away all obstacles your customers might have. How? With Workforce Enablement.

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Customer experience is increasingly important to the modern service desk. Luckily, there’re many ways to make sure that you meet your customer’s demands.

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Understanding proper Incident escalation is important, and can also contribute to less confusion in the Incident Management Process.

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One of the most common questions we get is how to ensure users actually use the SSP. A part of the answer is having a portal that users want to use.

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You want to measure your Customer Satisfaction and you make a survey, but the results aren’t coming in. Consider if your survey is user friendly enough.

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Nowadays most users expect to find a portal with answers to their problems, but how can you make sure that you’re making best use of that portal?

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It is important to always provide your customers with sufficient information. When compiling the online service catalogue, always take the following into account.

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Our top tips for how to gather customer feedback, so that you can learn more about how much your customers love IT! After reading this blog you can get started with customer service reporting.

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