Knowledge Management

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...

Customer Experience

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....

Customer Experience

Research shows happy employees lead to happy customers. And happy customers lead to increased revenue. So how do you keep your fellow employees happy?

Human resources

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...

Customer Experience

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...

Knowledge Management

Who owns the Knowledge Base at your Service Desk? The politically correct answer is probably “it’s a joint effort”. But in real life, isn't the Knowledge Manager the one doing most of...

Knowledge Management

Better Knowledge Management is incredibly important to improving your Service Delivery and Customer Satisfaction.

Metrics

So, you want to set some targets for your department. But where do you start? You’ve done some research and everybody who is anybody seems to be saying that KPIs are the way to go. But...

Processes

I recently visited the IT department of an educational institution to advise them about their contract management. Three months later they’d saved one million euros for the coming two...

Agile Service Management

Introducing an agile way of working means a culture shift at your IT department. Some embrace the change, others might not be so eager to change the way they work. What reactions can you...