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ITSM Processes

5 ITIL incident management best practices
By Stephen Mann on March 12, 2020

In his previous blog, industry expert Stephen Mann shared ten practical problem management tips. Today, he’s going to talk about ITIL incident management: an important foundation of any...

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Knowledge Management

The benefits of knowledge management for your service desk
By Joost Wapenaar on March 5, 2020

Getting knowledge management right has never been easy. You know that in the long run, recording the knowledge of your service desk could help your team work more efficiently. But it...

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Self Service

Digital self-service at your service desk
By Sumit De on February 27, 2020

Picture your life before automated check-in kiosks, supermarket barcode scanners, and online banking services. Can you still remember what things were like before self-service? Customers...

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Customer Experience

10 methods of obtaining customer feedback
By Sumit De on February 20, 2020

Want to know how to improve the way your customers experience your services? If you don’t ask them, you’ll never know. Here are 10 creative ways to find out how your customers really...

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ITSM Processes

10 practical ITIL problem management tips to help you get started
By Stephen Mann on February 13, 2020

In his previous blog, industry expert Stephen Mann explained why ITIL problem management adoption levels are so low – and why that’s a problem. Today, Stephen shares ten practical...

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Enterprise Service Management

Utrecht University: Enterprise Service Management case
By Naïma Lachhab on February 6, 2020

We’ve talked about the benefits of Enterprise Service Management (ESM) before. But what does it look like in real life? Utrecht University embarked on its very own ESM journey, with most...

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Customer Experience

How to say no: 4 steps for handling service requests
By Gökhan Tuna on January 30, 2020

One of the hardest things for service desk staff is saying no to requests. But it’s necessary. How can you say no and still leave your customer satisfied? Here are four steps you can...

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ITSM Processes

Why your change process is too slow – and how to fix it
By Wouter Geertsma on January 23, 2020

The change process can be long and tedious, slowing down your organization. How can you make it more agile? By reinventing the CAB (Change Advisory Board). Here’s how.

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ITSM Processes

ITIL problem management: can ITIL 4 finally fix the problem?
By Stephen Mann on January 16, 2020

You know about ITIL 4. And you know it’s not flawless. But how does it handle problem management? We’re excited to present this guest blog by industry expert Stephen Mann. Let’s find out...

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Enterprise Service Management

26 IT service management terms – from ABC to XLA
By Niek Steenhuis on January 9, 2020

The field of service management is no stranger to buzzwords. What do terms like ESM, SIAM and swarming mean? And how could they benefit your service delivery? We collected a list of...

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