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ITSM Processes

What is swarming? And how does it benefit your IT support?
By Jeroen Boks on June 11, 2020

Chances are your IT support currently resolves its tickets based on the traditional three-tiered support model. But swarming might suit your organization better. What is swarming...

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Enterprise Service Management

Launching Enterprise Service Management in your organization
By Gunnar Oldenhof on June 4, 2020

You’ve probably heard of the many benefits of Enterprise Service Management (ESM) before. But how do you launch ESM in your organization? Use one of our three routes to travel to planet...

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5 SLA best practices for better business outcomes
By Stephen Mann on May 28, 2020

Industry expert Stephen Mann is back with another blog! Today, he shares what makes or breaks your Service Level Agreements (SLAs). Discover how to use SLAs in your organization with...

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Service Culture

The secret ingredients of successful organizational culture
By Tiago Krommendijk on May 21, 2020

Successful organizational culture. When I say it, one company automatically comes to mind: Google. Everyone would love to play games at their headquarters all day, right? But is that all...

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Enterprise Service Management

The value of Enterprise Service Management for your organization
By Gunnar Oldenhof on May 14, 2020

Enterprise Service Management: it’s a huge buzzword in the service management community. Thinking about hopping on the ESM bandwagon yourself? First, you have to find out what the value...

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Service Culture

Say goodbye to service desk stress
By Naïma Lachhab on May 7, 2020

Life at your service desk can be hectic – your employees are always busy putting out fires, and service desk stress is real. With a few improvements, you can make your service desk...

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Enterprise Service Management

Why ESM is key in improving your citizen support
By Wouter van den Bergh on April 30, 2020

Do you work at a municipality? And are you responsible for IT or citizen support? Then listen up. I’ll explain why you need each other to provide excellent service your citizens - and...

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Customer Experience

How to maintain security when employees work remotely
By Charlie Braithwaite on April 23, 2020

It’s safe to say that we’re living in unprecedented times. Organizations all around the world suddenly have to work out how to maintain security when employees work remotely. And that’s...

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Customer Experience

Go green or go home: Earth Day projects for your service teams
By Naïma Lachhab on April 16, 2020

22 April is Earth Day! Over 193 countries  are organizing events in support of the earth. But did  you know your service teams can contribute  too?  We share 6 tips for Earth Day...

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Customer Experience

Defining and mapping customer journey touch points
By Hannah Price on April 9, 2020

You're trying to increase your customer satisfaction score or improve the image of your IT department. Have you considered mapping your customer journeys?

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