Enterprise Service Management

In this video series, we explain an ITSM concept in about 60 seconds. This week, we cheated a little bit: we needed 76 seconds to explain Shared Service Management (SSM). What is it? And...

Customer Experience

How do you measure customer satisfaction and customer loyalty? This is trickier than you might think! I believe there is a difference between customer satisfaction and customer loyalty....

Customer Experience

What do IT customer satisfaction and the cloud have in common? A co-worker recently asked me to explain the relationship between the two in 300 words or less. No problem! The cloud...

Knowledge Management

 In this video series, we explain an ITSM concept in about 60 seconds. This week, we focus on Shift Left. What is it? And how does it help you improve your service delivery?

Processes

Artificial Intelligence – AI – is a popular topic at service management events. It’s exciting and full of promise for a brighter future. But what are the advantages of AI? How will AI...

Customer Experience

We understand that IT managers get a lot of questions… because here at TOPdesk we get them too. There are no bad questions, only slightly amusing ones. Below are some of our favorite...

Customer Experience

In my previous blog, I told you how to map a customer journey in 10 steps to improve your internal service delivery. This will ensure that your service delivery is optimised based on...

Customer Experience

ITSM is always changing. We’re constantly developing new technologies in a bid to make businesses run more efficiently. While that’s all well and good, we seem to have forgotten why we...

Agile Service Management

Change Management can be a rather rigid and long-winded process. Do you want to make your change implementations more agile? There are different ways to go about this. In this blog I’ll...

Customer Experience

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...