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Self Service

Using Cialdini’s 7 principles on your self service portal
By Leo Kranenburg on June 13, 2019

The number of visitors to your self service portal is a key element in measuring its success. Even the best-designed portal is a failure if customers don’t use it. So, how do you win...

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Agile Service Management

Lean Service Management: the solution to time wastage at your service desk
By Jeroen Meijer on June 6, 2019

The release of ITIL 4 showed that Lean is as relevant as ever. With its emphasis on value streams and delivering value, ITIL 4 is firmly rooted in Lean philosophy. But what is Lean? And...

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ITSM Processes

The impact of AI on your service desk
By Leo Kranenburg on May 29, 2019

Artificial Intelligence (AI) is increasingly making its presence known in the service industry. According to Gartner, half of all medium to large enterprises will utilize AI-powered...

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Customer Experience

It’s Geek Pride Day! 10 traits that give away our own geek factor
By TOPdesk on May 23, 2019

Did you know May 25 is Geek Pride Day? People around the world use this day to acknowledge their geekiness and spread it to other people. It probably won’t surprise you that we at...

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Service Culture

The secret to happy service desk employees
By Wolter Smit on May 16, 2019

Why do so many people hate their jobs? And why do others go to work with a spring in their step? Disgruntled employees tend to complain about the same things: their boss ignores their...

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ITSM Processes

How AI makes service desk customers more self-sufficient
By Arvind Ganga on May 9, 2019

How self-sufficient are your service desk customers? Shift Left is a method for making your customers more self-reliant by giving them the tools for finding the answers to their...

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ITSM Processes

ITSM-trends: VeriSM, one model to rule them all?
By Gunnar Oldenhof on May 2, 2019

Trends come and go in service management, technology, processes and frameworks. For every trend, the question is: how will it help you? Does the latest trend really help you improve your...

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Service Culture

Why you should help your service desk employees find new challenges
By Rob Haaring on April 25, 2019

Have your service desk employees hit the top of their learning curve? And don't you want all these talented service desk employees to leave for another employer? Then help them find a...

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Customer Experience

5 Easter eggs to make your service desk stand out
By Nicola van de Velde on April 18, 2019

It’s spring time. Flowers are blooming, and customer love is in the air. Service desks are looking to improve the bond with their customers, and offer them that bit of extra attention...

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Customer Experience

4 things Game of Thrones teaches us about customer experience
By Nicola van de Velde on April 11, 2019

HBO’s hugely successful Game of Thrones is coming to its 8th and final season. Now before we get all teary-eyed and find out who ends up on the Iron Throne, we’d like to share our...

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