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ITSM Processes

The votes are in: these are the best posts of 2019

By TOPdesk on January, 2 2020

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Welcome to the year 2020! Now that 2019 is drawn to a close, we’re looking back at what you thought were the most interesting stories on the TOPdesk blog. And of course, we’re looking back at the trends we’ve predicted a year ago. Did we hit the mark? Here are the top stories of 2019.

5 ITSM trends for 2019

About a year ago, we predicted that the short-term impact of AI wouldn’t be as massive as we’re led to believe sometimes, that service culture would become the third pillar for service management alongside processes and tools, and that Enterprise Service Management (ESM) would become the norm.

Read our full set of predictions for 2019 here

Want an agile service desk? Forget about Scrum, start using Kanban

Scrum has been all the rage, and while it works great for projects and implementing changes, it’s a lot harder to get right in service desk environments that deal with calls each and every day. Working with a Kanban board might be the better bet for your service desk.

Read why you should use Kanban instead of Scrum here

ITIL 4: the new service management bible?

February 2019 – did you have it marked in your calendar? The long-awaited ITIL 4: ITIL Foundation launched. As we’re expecting the publication of ITIL 4 Managing Professional and ITIL 4 Strategic Leader later this year, make sure that you’re up to speed on all the concepts, terms and practices to get started with the new version of ITIL.

Read up on ITIL 4: Foundations here

4 things Game of Thrones teaches us about customer experience

Another unforgettable moment of 2019: Game of Thrones came to an end. Although the final season has been a great source of controversy, we think you can learn some important lessons about customer experience from HBO’s hit series.

4 customer experience lessons you can learn from watching Game of Thrones Game_of_thrones_customer_experience

4 customer satisfaction KPIs for your service desk

Service desks have become more customer-oriented over the past years, but their Key Performance Indicators have stayed the same. Judging from the popularity of this blog, you thought it was time to update your KPIs as well.

Read which 4 KPIs you can track to measure customer satisfaction

5 Problem Management best practices

Another best practice post in the top 7 posts of 2019. In this blog, our consultant and knowledge sharing expert Hannah Price gives you tips on how to strike a balance between ever-present Incident Management and long term Problem Management.

Problem Management best practices for your service desk

Service Desk Bingo: How many squares can you cross off?

After a year of hard work, we’re ending the year 2019 with a bit of fun. We know no two days on the service desk are the same, but there are those recurring situations you’re all too familiar with. Take a look at our Service Desk Bingo card and see how many of the squares you can cross off.

Play the Service Desk Bingo

Ready for new trends and topics?

Of course, we’re not leaving you with just a review of our past stories. For 2020, we’ve written down our expectations again. Take a look at our top 5 ITSM trends 2020 blog to read what you can expect in the new year. And don’t miss out on any of the news by subscribing to our weekly blog update email.


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