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Agile Service Management

7 things to avoid when applying agile to ITSM
By Steven Happee on May 24, 2018

There is no script you can follow while transitioning to an agile work environment. There are, however, experts who can help smooth the transition. Steven Happee is one of them. Steven...

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Self Service

4 steps to boosting Self-Service uptake [Case Study]
By Jeroen Janssen on May 16, 2018

One of my recent consultancy projects was working with London School of Hygiene & Tropical Medicine (LSHTM), increasing Self-Service portal uptake. And did we!? Within the first three...

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Customer Experience

What does Customer Experience mean to the Service Desk?
By Nancy Van Elsacker Louisnord on May 11, 2018

There's a focus shift in Service Management from numbers to experience . We see this in the growing focus on XLAs and CX and other cool acronyms. It's all about improvements in...

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Customer Experience

3 steps to better Customer Experience Management at the Service Desk
By Iris de Vroome on May 2, 2018

What do you know about Customer Experience Managers? It's a popular role with companies as a whole, but not typically with Service Desks. What does this role imply? And how can it...

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Agile Service Management

[Video] 5 Questions about Agile Services -answered
By Bas Blanken on April 26, 2018

Do you have questions about moving to more Agile Service Management, and the implications of doing so? Consultant Bas Blanken - author of our Agile Service Management E-book and several...

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Knowledge Management

5 Vital Knowledge Base KPIs for better Self-Service
By Vincent Bode Bakker on April 19, 2018

Knowledge Management is a never-ending process; continuous development in your organisation means the knowledge base must be constantly updated with new information. It's important to...

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Customer Experience

Self-Service and automation - some common questions answered
By Hannah Price on April 12, 2018

As probably everyone knows by now, there's been an ever-growing interest in Self-Service and automation the last few years. And that's great! It has a ton of benefits for Service Desk....

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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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Human resources

10 tips for more creative employee onboarding
By Marleen de Vries on April 5, 2018

New responsibilities and dozens of new faces at the same time: a first day can be quite overwhelming. As part of the HR team (or another Service Department), you play a big role in...

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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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