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Service Culture

Which Sesame Street character at the service desk are you?
By Naïma Lachhab on July 16, 2020

Sesame Street's 50th season finale aired on 11 July! Children in more than 150 countries all over the world have grown up with the lovable residents of Sesame Street. Did you know the...

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Agile Service Management

Agile ITSM and scrum: how do they work together?
By Gerard Bakker on July 9, 2020

Scrum and agile ITSM are hot topics discussed across the internet, in the elevator, or while waiting in line at the coffee machine. But how does it all work? And how can you apply scrum...

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Enterprise Service Management

A look at the service desk of the future
By Gunnar Oldenhof on July 2, 2020

Inspired by the Mars rover mission that’s supposed to launch on 20 July 2020, we started thinking about the frontiers of the service desk. Will the service desk as we know it still exist...

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Enterprise Service Management

How to manage panic at your service desk
By Charlie Braithwaite on June 25, 2020

Wouldn’t it be great to have completely stress-free workplaces? Unfortunately, this is unrealistic – stress is part and parcel of life, and work is no different. We’re going to run...

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Enterprise Service Management

Why ESM needs a single point of contact
By Doug Tedder on June 18, 2020

Why is having a single point of contact (SPOC) so important for Enterprise Service Management (ESM)? In his first guest blog, industry expert Doug Tedder explains the transformative...

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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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Metrics & KPIs

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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